Happy Friday!

We spoke with Citi’s Managing Director, Gonca Latif-Schmitt, to learn more about Citi Commercial Cards is using AI chatbot technology within the larger context of customer experience.

Citi recently engaged with Interactions, a provider of intelligent virtual assistants (IVAs) to implement a pilot program that utilizes a virtual agent with the goal of improving CX in their Commercial Cards division. Since the pilot started, Citi’s had about a million calls which have a containment rate of roughly 40%.

Also, IMVU’s Lomit Patel shows how to use AI and automation to provide an operational layer atop customer acquisition solutions to deliver amazing results for your company.

He writes: Sooner rather than later, your customer acquisition efforts will rely on artificial intelligence, machine learning, and automation to adapt, customize, and personalize cross-channel user journeys and deliver optimal results in ways that would be impossible using last generation business intelligence and dashboards.

Also ICYMI:

• According to new research by NTT Ltd: Only 5% of organisations in Europe are delivering a fully functioning experience, yet more than half (51%) consider CX to be a primary differentiator.
• Genesys, a global leader in cloud customer experience and contact center solutions, announced that Genesys Cloud is now available in AWS Marketplace, a digital catalog with thousands of software listings from independent software vendors.
• Bluedot announced their location technology powers GoToll, a new mobile app that allows drivers to automatically pay for highway tolls without having to slow down, stop, or take any other action that might distract them.
• Sylo, an unbiased 3rd party verification and measurement platform for influencer marketing announced that it has joined the Nielsen Connect Partner Network.