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11:37AM Angus Kidman | Talking to a bank call centre is even less fun than root canal work, so I think National Australia Bank might be onto something with its trial of a completely automated online chat support service. Simon Sharwood at the Smart Call podcast chatted with NAB’s head of direct channels Tim Cullen, and Cullen revealed that the bank has been trialling computer-based chat support. The IM agent has a growing knowledge base of common queries, but can hand over to a human support agent if it can’t work out what’s going on. More »
National Australia Bank chat support: the way of the future?
11:37AM Angus Kidman | Talking to a bank call centre is even less fun than root canal work, so I think National Australia Bank might be onto something with its trial of a completely automated online chat support service. Simon Sharwood at the Smart Call podcast chatted with NAB’s head of direct channels Tim Cullen, and Cullen revealed that the bank has been trialling computer-based chat support. The IM agent has a growing knowledge base of common queries, but can hand over to a human support agent if it can’t work out what’s going on. More » 
