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BMO rolls out virtual assistants for Twitter and Facebook Messenger

Tuesday, March 20, 2018

by BMO Harris Bank N.A.

BMO has partnered with two tech startups to roll out chatbot service assistants for Facebook Messenger and Twitter.

Fully integrated into the bank's Facebook Messenger service, BMO Bolt, developed in collaboration with Finn AI, has been trained to respond to 250 of the top customer queries received across BMO banking channels.

The Twitter bot, developed in partnership with Massively, is being deployed to handle direct messages on the bank's Twitter handle, presenting customers with a menu of topics to guide the conversation.

Brett Pitts, chief digital officer, BMO Financial, says online interaction is increasingly becoming the preferred way for customers to engage with the bank on a daily basis.

He adds: "The launch of these chatbots, and the integration of AI into our customer facing technology, provides an opportunity to build upon the relationships we have with our digitally active customers and create more convenient and personalised experiences through both self-service and assisted-service channels."

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