Jan 14 2021
Webinar / Thursday, January 14, 2021 at 11:00am - 12:00pm

Empathy and Intimacy in Automated Financial Customer Service

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What role should digital assistants such as Siri and Alexa play in financial services? Can credit unions 'win' the digital transformation in consumers' eyes with a focus on empathy and intimacy in AI?

Join Filene's Senior Director of Research, Taylor Nelms and Center for Emerging Technology Fellow Dr. Bill Maurer with special guest researchers Scott D. Mainwaring and Melissa Katherine Wrapp of the University of California, Irvine, who will share their insights on the 7 themes that emerged from interviews with credit union members about their experiences with digital assistants, customer service chatbots, and financial institutions. Then gain a deeper analysis of the implications and opportunities for credit unions with each emerging trend.

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Filene Hosts
Taylor C. Nelms
Taylor C. Nelms
Senior Director, Research
Filene Research Institute
Bill Maurer
Bill Maurer
Dean, School of Social Sciences; Professor, Department of Anthropology and School of Law; Director, Institute for Money, Technology and Financial Inclusion
University of California, Irvine
Scott Mainwaring
Scott Mainwaring
Research Affiliate
University of California, Irvine
Melissa K. Wrapp
Melissa K. Wrapp
PhD Candidate, Department of Anthropology
University of California, Irvine
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