Customer service

New forms of artificial intelligence can take most, if not all, of shopping and checkout out of the hands of humans. Not everybody is going to be comfortable with that, though the payment giant sees travel as a good place to start.

Tech leaders explain how they're trying to use artificial intelligence to better understand customers and communicate with them, without seeming robotic.

Bank professionals largely agree that the customer experience shapes the way work is performed within their organization. However, there are some issues that get in the way of a customer-centric approach.

The platform, which was built in-house, delivers $10 million in cost avoidance, with at least $35 million in potential savings from fewer complaints, executives said.