Royal Bank of Canada is to implement an automated e-mail and Web response system using adaptive AI technology provided by Banter.
The Canadian bank says it will use Banter's enterprise-class solution, Banter Reply to automate consumer e-mail and Web form inquiries.
"Customer e-mail communications is a growing phenomenon which is playing an increasingly pivotal role in online relationships," says Bruce Green, senior manager, ebusiness customer care, Royal Bank of Canada.
Banter Reply uses intelligent modelling technology to interpret the intent of a message, match it against categories in a knowledge base, and deliver a prompt and personalised response.
The software promises multiple language support; the ability to understand free-form, multi-intent and ambiguous natural language e-mail and Web forms; and reporting capabilities that enable a company to conduct root cause analysis on customer inquiries.