Scotiabank Unveils AI-Driven Technology to Improve the Customer Experience


Canadian banking group Scotiabank announced earlier this week the launch ofC.MEE, which is described as a new technology that uses big data and artificial intelligence (AI) to enable even better customer experiences (CX) with the bank’s platform. 

According to Scotiabank, C.MEE uses the banking group’s Global AI Platform to analyze data across customer touchpoints, known as branch, mobile, online, contact center, and email, to determine what advice is most relevant for a customer at any given interaction point.

“With C.MEE, Scotiabank not only provides customers with relevant advice, but also through the channel they prefer. The power of C.MEE is the sophistication of the AI. Taking cues from customer activity, C.MEE is constantly learning and understanding more about where customers are in their life and their financial behaviours, improving the relevancy of the advice provided.”

Scotiabank further revealed that C.MEE is currently being leveraged in Canadian Retail Banking with plans to scale the technology across the bank’s global footprint in the Americas.

“The Bank continues to explore the power of AI and deep learning, supported by its strong talent pool of data scientists and data engineers and through the Bank’s partnerships with leading academic institutions.”

Michael Zerbs, Group Head Technology and Operations of Scotiabank, added:

“Scotiabank continues to innovate with AI to deliver better banking experiences for our customers, building on the Bank’s efforts to drive digitization and technology modernization across the Americas.”

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