In an interview with Financial Times Citigroup Chief Executive Office Mike Corbat has stated that Citigroup plans to replace tens of thousands of people working in call centers with machines and that these machines will “radically change or improve” customers experience and also cut costs. It looks like to begin with they will be trying to replace humans with robots/AI when it comes to common customer queries such as replacing cards and ordering bank statements.
I have no doubt that replacing humans with machines will radically change customers experience with Citi, but given their previous implementation of other tech solutions I highly doubt it will be a positive change. That being said basic tasks such as ordering new cards and replacement statements should be trivial to do automatically so maybe I’m being overly harsh on Citi here.
