Getting real results with a virtual banker

Anyone who talks to Sydney knows she's an avatar driven by artificial intelligence, but it's important that she provides a human touch to Synchrony Financial's many retail clients. Described as a "spunky 27-year-old Scorpio with a Jack Russell Terrier named Waffles," Sydney learns as she grows, and adapts her personality for each client. Already she handles about 17 million conversations a year with an 85% resolution rate. Someday Sydney may even be the bank's guide to the metaverse. Synchrony CIO Bess Healy talks to American Banker's Daniel Wolfe about Sydney's accomplishments and her future.