TD Integrates AI-Powered Chatbot “Clari” into Mobile App
JAN 8, 2019 - 6:50 am
TD Bank Group launched TD Clari, a new chatbot integrated into the bank’s mobile app that empowers customers with in-the-moment personal spending insights and helps them make everyday transactions. Clari provides a personalized experience for customers by leveraging Kasisto’s leading Conversational Artificial Intelligence (AI) platform, KAI Consumer Banking.
The launch of Clari is part of TD’s ongoing efforts to create personalized, mobile-enabled experiences that help customers feel confident about their finances. Clari empowers customers with insights into their spending by using AI combined with customers’ own TD account and transaction data. Clari provides quick, conversational answers to questions such as when your next TD credit card payment is due or how much you spent at your favorite retailer last month.
“Customer expectations are constantly evolving, and we believe AI is key to creating exceptional, personalized experiences and adding real value to our customers across our digital properties,” said Rizwan Khalfan, TD’s chief digital and payments officer. “TD’s investment in Conversational AI is part of our strategy to empower customers with deeper insights into their financial decisions as they make everyday purchases or prepare for big life moments.”
Clari complements the growing list of TD’s digital services that use customer data to create personalized experiences and build customer confidence. TD’s suite of mobile services already includes TD MySpend for real-time spending tracking and financial goal-setting, and TD for Me, a digital concierge that uses geolocation technology to connect customers with mobile mortgage specialists and helpful services like GO Train Line schedule alerts.
“Clari is exciting because it combines the power of Conversational AI with TD’s customer-centric values and designs,” said Zor Gorelov, CEO and co-founder, Kasisto. “Over time, Clari will continue to evolve and do even more, ultimately helping to better predict needs and prompt customers with deeper insights into their finances.”
In addition to providing personalized account and transaction insights, Clari also provides responses to common questions received by TD customer service teams, including inquiries about nearby branch locations or exchange rates. If customers need additional information, Clari can also connect them with a live agent.
The TD mobile app has consistently held the number one position in the finance category on both the Google and Apple App stores in Canada and consistently ranks No. 1 among Canadian retail banking apps according to Silicon Valley-based app analytics and market data firm, App Annie.
Among Canadian retail banking apps, according to App Annie, TD has earned the top spots across a number of key metrics for a record 12 consecutive months, including:
Monthly active users
Number of app downloads, which measures the rate of user acquisition
Average sessions per user, an indicator of engagement that takes into account ease of use and functionality
Favorable review scores
More recently, according to comScore, when it comes to average monthly unique visitors, the TD Canadian mobile audience has increased by 70% year over year based on the monthly averages May – July / Q3/17 versus Q3/18.
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