Hari Gopalkrishnan, Chief Information Officer and Head of Consumer, Business & Wealth Management Technology, Bank of America; Jody Kalmbach, Group Vice President, Product Experience, The Kroger Co.; and Ravi Radhakrishnan, Chief Information Officer, American Express Company talk with Bloomberg's ...
Hari Gopalkrishnan, Chief Information Officer and Head of Consumer, Business & Wealth Management Technology, Bank of America; Jody Kalmbach, Group Vice President, Product Experience, The Kroger Co.; and Ravi Radhakrishnan, Chief Information Officer, American Express Company talk with Bloomberg's Lisa Mateo about how they have optimized customer service with AI assistants at The Business Value of AI event in New York.So can I just offer him an option to just pinging back and saying, Hey, I can offer you a real time message on your app that you can take care of yourself so you don't even need to talk to a human being now because we don't want to talk to you, but it's faster and cheaper and simpler for you to take care of it.And the good news for us has been the last six years we've gone from 80% of our transactions being high tech to 99% of our transactions being high tech. So we made that transition along with our customers. And the way we've done that is simply first, traditional digitization make things available on that mobile phone, things that you can do yourself.