Fiserv, a longstanding player in the fintech sector, has adopted AI-powered surveys to better understand and respond to customer feedback. Historically reliant on traditional surveys, the company found them inadequate as vague answers masked real issues. To address this, they integrated conversational AI, transforming surveys into interactive dialogues. This innovation allows Fiserv to effectively identify inefficiencies and improve client experiences. VP Ilana Boyum highlights that through enhanced communication, Fiserv aims to ascertain genuine customer concerns and maintain a seamless service, even while operating mostly behind the scenes.
"Now we're cracking the code on what needs fixing and what's working as intended," she said.
"Clients know their business, not ours - and that's fine. But they need to tell us what they're experiencing," she said.
"Whether you're using mobile banking or working with a local bank as a small business, you're likely interacting with Fiserv," she said.
"We stay behind the scenes, making everything happen," she said.
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