In collaboration with Vancouver fintech startup Finn.ai, Edmonton’s ATB Financial has become the first full-service financial institution in North America to successfully facilitate payments using chatbot technology on Facebook Messenger.
“We are transforming banking by bringing personalized chat services to our customers that will not only simplify their day-to-day banking, but also actively support their savings goals and improve their overall financial well-being as a concierge service,” said Wellington Holbrook, ATB’s Chief Transformation Officer. “The days of banks dictating to customers how and when they can do business are behind us.”
ATB customers will be empowered to check account balances and make transactions on Messenger by asking questions or giving commands, such as: “How much money do I have in my savings account?” or “Please pay my cable bill.”
Customers will also be able to ask customer service queries to, for example, find out the fee for an e-transfer or locate their nearest bank machine.
In future, ATB says it will be adding personal financial management capability on Facebook Messenger.
“ATB’s commitment to improving the financial lives of their customers with innovation and technology is something we are thrilled be a part of,” said Finn.ai cofounder and COO, Nat Cartwright. “The future of banking is conversational, with customers interacting with intelligent bots to support their banking needs.”