United StatesFinance and insurance2017 – ongoingCapital One
Eno conversational banking assistant
Capital One expanded Eno after more than 100,000 customers used its banking chatbot pilot
Problem
Customers needed a convenient way to check account information and pay credit-card bills through text messages. Their wording varied widely.
Approach
Capital One introduced Eno in an invitation-only pilot in March 2017. It used supervised machine learning to understand customer requests and refined the assistant from conversations. In October, Capital One made Eno available to millions of customers.
Results
Takeaway
Pilot conversations helped the bank train Eno on different ways customers asked routine questions. The bank reported participation without quantifying service-cost savings.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Product and service innovation
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Capital One described Eno's expansion from a pilot to broader availability. It reported more than 100,000 pilot customers and explained how supervised learning improved language understanding.
Full details are in the original sources.