Artificial Intelligence

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

Chatbots are forecast to save the industry billions of dollars

Retail banking is beginning to recognize that machine learning and personalization can improve customer experience.Pete Ryan
By Patrick Kulp

April 7, 2019

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.

Patrick Kulp

Patrick Kulp is an emerging tech reporter at Adweek.

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