Westpac Group is creating a platform for the unification of its digital assistants and Chatbots. The firm will use technology from conversational Al vendor Kasisto. David Walker, Chief technology officer at Westpac says Westpac is breaking new technology ground with its partnership with Kasisto. He says, ‘’We’ve developed this central conversational AI ‘brain’ which orchestrates all conversations. ’He further added, “It can sit behind all channels, including many social channels and in front of bespoke chatbots. It’s smart enough to know which Chatbots can answer, and when they can’t so it can hive off to a live agent,”
Whole Universe of Bots
Kasisto is industry-leading Al that combines financial data, behavioral data, and interaction history to create hyper-personalized experiences. The technology is elegantly intuitive, unusually intelligent and proactively insightful. Meanwhile, Westpac would be the first bank to create a conversational intelligence orchestration layer. Kasisto co-founder and CEO Zor Gorelov said that the technology can unite a ‘’ whole universe of bots’’ that have been developed separately or by different vendors.
Streamline User Experience
Moreover, Gorelov, “Creating a composed experience is important for a good customer experience, to make the underlying assistants… more discoverable and communications with them easier.’’ The technology will help streamline the user experience and provide better experiences to the clients. Walker says, “We are very confident we’re on the path to be creating amazing ambient experiences for our customers – whether that is chatting to us on your favorite social media app or immersed in a possible augmented or virtual reality metaverse,” The AI is intelligent enough to send the users to the right place, for having a humanizing conversation with a digital assistant. It is a great visionary concept that can change the banking experience of the users. Moreover, the bank is already testing this new platform. Where a conversational portal is develop for customers to direct them to the digital assistant.