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Emerging voice recognition technology dives into databases to come up with quick fixes and tailored cross-sales messages. Financial services adoption is slow, but analysts expect a quick pick up in the year ahead to improve service and reduce call times and costs.
January 5
LivePerson announced Tuesday a new customer of its mobile chat product: San Diego County Credit Union.
Mobile chat, which is designed to improve the customer service experience, lets members communicate with agents while using a mobile app.
In addition to basic chat, LivePerson's (LPSN) software provides screen sharing and visual cues that allow agents to point to places on the app to show customers where to tap, swipe or flick. It works with native iOS apps and iOS- and Android-optimized mobile sites.
San Diego County Credit Union (SDCCU) is making the mobile chat feature available on its mobile site,
The credit union is well ahead of the curb. Few banks added live chat to their mobile offerings. RBS and NatWest have launched a mobile text-based chat function for their business banking customers. USAA, Citi and ING Direct are testing video chat for their mobile apps, to provide personal assistance with more complex financial needs such as wealth management and mortgages. Bank of America (BAC), Citi (C), Huntington (HBAN), PNC (PNC) and Webster Bank (WBS) are among the banks that
Meanwhile, banks are also incorporating chat features into their social media sites efforts. Citi, for example,