Chase's Digital Assistant could be a major value-add for mobile banking - Business Insider

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As Chase rolls out the Digital Assistant more widely, it should continue adding timely capabilities to fulfill customer needs

called the ability to converse with a conversational AI assistant in the app "extremely valuable," making it the second least in-demand feature of the 42 included in the survey.

To spark interest, banks need to ensure their virtual assistants are streamlining customers' digital experience, instead of adding an unnecessary extra step in completingIt can handle inquiries related to the pandemic. Allison Beer, head of digital at Chase, told Insider Intelligence that while the bank didn't change its product roadmap on account of the coronavirus crisis, it did add functionality to the Digital Assistant to help customers who may have been impacted by the pandemic's fallout. For example, customers could inquire about stimulus payments, change travel plans booked with rewards, or dispute transactions.

. Chase plans to add more features to the Digital Assistant next year, and as it iterates, it should follow the lead of competitors in delivering relevant features closely tailored to customers' needs. Bank of America for example, has seen success with its virtual assistant, Erica, which counts nearly

 

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