'Getting the chatbot to upsell': Comments of the week
January 20, 2017 8:30 AM
American Banker readers share their views on the most pressing banking topics of the week. Comments are excerpted from reader response sections of AmericanBanker.com articles and our social media platforms.
On Wells Fargo's plan to close 400 branches and reduce annual expenses by $2 billion (via <a href="https://twitter.com/rcwhalen/status/821347383015391234" target="_blank">Twitter</a>):
"#Costcutting is not revenue"
Related article:Wells Fargo turns to cost cutting as scandal takes a financial toll
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Replying to the previous comment (via <a href="https://twitter.com/CadwaladerBart1/status/821445910055960576" target="_blank">Twitter</a>):
"Not revenue but far too long for its investors, due!"
Related article:Wells Fargo turns to cost cutting as scandal takes a financial toll
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More on the Wells Fargo cost-cutting plan (via <a href="https://twitter.com/GaelicTorus/status/821347767931076608" target="_blank">Twitter</a>):
"Great way to solve morale and customer problem"
Related article:Wells Fargo turns to cost cutting as scandal takes a financial toll
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On banks' use of chatbots for customer interactions (via <a href="http://www.nakedcapitalism.com/2017/01/200pm-water-cooler-1132017.html" target="_blank">Naked Capitalism</a>):
"I don't like banks much, but I like the tellers at my bank just fine, and the prospect of some pencil-necked MBA wanting to replace them with chat-bots makes me want to put my fist through the screen. No doubt the developers are working on getting the chatbot to upsell."
Related article:Kasisto continues chatbot momentum with $9.2 million funding
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Replying to the previous comment (via <a href="http://www.nakedcapitalism.com/2017/01/200pm-water-cooler-1132017.html#comment-2743512" target="_blank">Naked Capitalism</a>):
"I think the larger problem is that it takes a chatbot way longer to understand rudimentary inquiries than it does a human. Efficiencies gained by companies run by chatbots (probably after laying off a large part of their highly productive workforce) means eating up a lot more of a customer's time."
Related article:Kasisto continues chatbot momentum with $9.2 million funding
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On Richard Davis stepping down as CEO of U.S. Bancorp:
"Richard David has been a great CEO! He defines integrity and honesty. A good old fashioned banker in the best sense of that word. He will be missed. We wish him well and hope that he has a long, happy and successful retirement. He has earned it."
Related article:Richard Davis stepping down at U.S. Bancorp; Cecere named CEO
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On a House GOP report alleging that the Consumer Financial Protection Bureau's auto lending enforcement actions would not survive judicial scrutiny:
"This is a report careful to rely on facts and data - and demonstrating that relying on facts is NOT what the Bureau has done with its indirect auto prosecutions. The Bureau may not like the facts, but they are what they are, and the picture is not pretty for the Bureau."
Related article:Spat between CFPB, GOP intensifies with auto lending report
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