United StatesFinance and insurance2020 – ongoingFifth Third Bank
Jeanie conversational banking assistant
LivePerson reported 95% accuracy for Fifth Third Bank's Jeanie assistant
Problem
Fifth Third Bank needed its online and mobile banking assistant to recognize customers' banking requests accurately. Development required identifying common intents from actual conversations.
Approach
The bank analyzed 6 months of conversations to establish common requests and existing agent processes. It developed Jeanie and refined a predefined content library. LivePerson described the deployed assistant as understanding over 150 intents and 30,000 phrases.
Results
Takeaway
The reported accuracy concerned understanding customer requests. It did not establish the share of requests resolved without staff.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
LivePerson described Jeanie's development using historical customer conversations and curated content. It reported 95% accuracy and recognition of over 150 customer intents and 30,000 phrases.
Full details are in the original sources.