To Battle Fin-Tech Upstarts, Big Banks Are Turning to—What Else?—Technology

Chatbots are forecast to save the industry billions of dollars

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When Capital One rolled out its automated fraud-check texting system a few years ago, the bank was surprised to find how many possible answers its customers could find to a simple yes-or-no question.

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This story first appeared in the April 8, 2019, issue of Adweek magazine. Click here to subscribe.