Credit Suisse: Amelia Needs to Learn Some More

Credit Suisse has employed chatbot lady Amelia since the end of last year. An analysis of her work shows how efficient she is. Credit Suisse CEO Tidjane Thiam, always eager to cut costs at Switzerland’s second-largest bank, is an avid supporter of digital wizardry and robotic help. His vision is an army of digital helpers numbering 400 worldwide. And while the robo-helpers still need some fine-tuning, they are constrained to working internally. Amelia is an example in case, a chatbot much like her more prominent cousins, Alexa (Amazon) and Siri (Apple). In February, Credit Suisse had announced that it had launched Amelia for internal purposes, at the global service desk. She helps with crashed computers, forgotten passwords and full email inboxes. Comparatively simple stuff, but issues that generate about half of all support requests at the bank. Way to Go How easily did Amelia deal with the requests? A

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