Transforming Client Experience with AI with Robbi Armstrong

Join Charna Parkey as she interviews Robbi Armstrong, AI Products and Strategy Director at KeyBank. Discover how this $190 billion bank is navigating the rapidly evolving landscape of generative AI, balancing the need for innovation with the challenges of managing risk in a heavily regulated industry. Explore the impact of KeyBank's virtual assistant, MyKey, on client experience. With nearly 70% repeat usage, MyKey seamlessly transfers clients to contact center agents, providing a warm handoff that includes authentication and chat context. Robbie Armstrong shares her vision for expanding MyKey's capabilities to improve financial literacy using generative AI.