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NEWS SEB puts Amelia to work
IPsoft’s cognitive technology platform, Amelia, into its customer service operations. The Swedish bank made the decision to put Amelia in the front office following deployment in an internal IT service desk supporting its 15,000 strong workforce.
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“Customer service is a key differentiator. By making Amelia available to respond to queries, we enhance our customers’ flexibility of receiving individualised support at a time that suits them and without any delays in response,” says Rasmus Järborg, SEB’s Chief Strategy Officer. “Our confidence in the positive experience Amelia can offer customers is built on the success of our internal programme to employ Amelia as an IT service desk agent. Within the first three weeks, she held over 4,000 conversations with 700 users and was able to resolve the majority of those queries independently, allowing employees to get consistent support without delay.”
IPsoft will also help SEB build an in-house talent pool of individuals who can supervise Amelia’s learning, monitor
EB is to become the first FI to integrate
her performance and identify new opportunities for the technology.
Scott Thompson Emirates NBD in blockchain pilot
India’s ICICI Bank on a pilot project to use blockchain technology for global remittances and trade finance. Pitched as a first for banks from the Middle East and India, the initiative has shown that FIs can significantly cut transaction cots and time, while demonstrating a near real-time transfer of invoices and purchase orders for trade finance purchases, according to Emirates NBD.
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The pilot was executed using the Infosys solution, EdgeVerve Blockchain Framework. Shaikh Ahmed bin Saeed Al Maktoum, Chairman, Emirates NBD, pictured, says: “We anticipate blockchain to be a potential game changer in creating a secure, scalable, cost and time- efficient digital ecosystem for government and businesses
ubai’s Emirates NBD has partnered with
and as a bank that has pioneered digital innovation in banking and payments in the UAE, we are truly excited to take the lead in testing future applications of this exciting technology in the banking sector.”
Scott Thompson
www.ibsintelligence.com © IBS Intelligence 2016
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