Digital assistant provider Kasisto has a long track record of building conversational AI experiences for banking customers on mobile apps and in messaging channels. Founded back in 2014, and spawned from research and development at SRI and product development from Spain’s BBVA, the company’s intelligent assistants are designed with personalized, banking account management as its signature use case.

The company recently announced the next evolution of its core AI-powered technology platform, KAI, with Enlighten, a more engaging, highly personalized “cognitive banking” solution. Combining financial data, interaction history, and behavioral information, Enlighten creates contextual, guided conversations for banking customers.

With a solid list of brand-name banking customers, including Standard Chartered, TD, and DBS Singapore, Kasisto has proven case studies in using an intelligent assistant to handle account inquiries, driving digital engagement, and reducing operating costs. But the Enlighten product is meant to go beyond standardized, static conversational flows to be discoverable as a personalized banking experience, even anticipating customer needs.

In a demonstration to Opus Research, CEO Zor Gorelov and the Kasisto team showcased these new capabilities of engaging proactively with customers in order to become the preferred engagement channel for potential customers. Among the features, Enlighten starts with intelligent avatar that is branded and configurable, and meant to build an emotional connection. Beginning with a personal greeting offering insights and highlights about the customer’s account balance, the assistant can then also provide personalized conversation starters and guided services, such as card activation.

To help optimize the natural language engine technology for Enlighten, Kasisto analyzed millions of customer utterances to identify interactions that create the most engaging experiences. The goal was to create a guided conversation that goes beyond a standard set of chatbot responses to discover the “why” and “how” questions as a true financial advisor and gateway to continuous conversations.

As mentioned in the announcement, Enlighten offers services for conversational memory, financial insights, proactive notifications, and optimized discovery to assist banking customers to understand what the intelligent digital assistant can do for them. The solution also delivers conversational experiences within each of KAI’s intelligent digital assistants, KCB (KAI Consumer Banking), KBB (KAI Business Banking) and KIM (KAI Investment Management).

Categories: Conversational Intelligence, Intelligent Assistants, Articles