About
Banorte's Multichannel Personal Assistant
Innovation presentation
Banorte launched Maya, the Personal Assistant using Artificial Intelligence in 2018, in order to improve customer experience and position the bank as an Innovator.
In 2019, Banorte became the first bank in Mexico to help its clients make transactions by chat. The assistant was trained in Spanish, the challenge was to train it in a way the user can ask things in a very natural way, instead of talking or following just the financial language.
Maya is available in Banorte’s public website, online banking page and recently, became available in Google Assistant’s mobile app and for Google Home, Amazon’s Alexa mobile app and for Amazon Echo devices. Banorte is the first and only bank with an action for Google Assistant in Mexico and available with both personal assistants.
Maya can help the users answering questions about financial products, services and assisting clients with payments, transfers or raising a claim. For the voice channels, the experience was designed to make a fluent and easy conversation, adapting the training just to shorten the answers.
Uniqueness of the project
The uniqueness and greatness of the project is that we train IBM's Watson once, and we can re-use that training and implement it in different channels. This speeds up the time to market and the number of channels where the user will be able to interact with our Personal Assistant.
In this case we were able to consume Watson's Artificial Intelligence from Alexa and Google, and use these 2 channels as just as a bridge to translate voice to text and viceversa.
When we do new training to our core Artificial Intelligence platform, this will only happen once and will be automatically reflected in all the channels where we connect Watson.
