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Sponsored Session: How Royal Bank of Canada is Leveraging an AI Powered Conversational Virtual Assistant to Improve its Relationship With Customers

David Kapauan (Chief Architect and Distinguished Technologist, Retail Applications, RBC Technology & Operations)

Location: Osceola 1

Date: Monday, March 18

Time: 1:00pm - 1:45pm

Pass Type: Entire Event, Expo Plus, Exhibitor Booth Staff, Media, Speaker, Tue-Thu Conference - Get your pass now!

Track: Open to All, Contact Center & Customer Experience

Session Type: Free Education

Vault Recording: TBD


As Canada's largest bank, Royal Bank of Canada supports over 16 million clients with 80,000 employees worldwide. Hear from RBCs Chief Architect, David Kapauan, about the bank's journey to deploying a truly unstructured end-to-end conversational interface for its IVR in their Advice Center. David will cover RBC's journey over the last 2 years, from vendor selection, to project delivery, metrics, lessons learned, and strategy going forward. The RBC Conversational Customer Care Virtual Assistant for the IVR was designed to boost automation, minimize advisor-to-advisor transfers, improve customer satisfaction with conversational dialogues, and in the future, use voice biometrics integration for user authentication. Taking a holistic approach for conversational customer care, everything is deployed on a single platform with a single knowledge base, able to work over all available channels, and able to connect to real human agents when necessary to complete the goal of servicing 100% of customer requests on the first interaction.

Watch a synced recording of this session

Presentation File