Bank phone trees are dreadful experiences, so many banks are turning to chatbots in the hope to spruce up the experience.
Take Capital One’s chatbot text message “Eno” (“One” backwards), which allows customers to text to get balance, transaction history and pay bills. Customers can even communicate with emojis — a “thumbs up” means to confirm and a “money bag” will prompt Eno to list a customer’s account balance.
Capital One’s approach to Eno may offer some clues why traditionally risk-averse banks are just taking baby steps. Capital One is only rolling out the product as a pilot for the time being, and the bank is careful to manage future expectations.
“There’s a lot of hype right now about what chatbots are going to be able to do, and at this point, we’re just satisfied getting our toes in the water,” said Ken Dodelin, vp of digital product development at Capital One. “Eno has a