Figuring out how to build relationships through conversations Now that Eno speaks like you do, it feels like the days when you had to learn “bank speak” to manage your money are finally fading into the past.ģ. Thanks to stellar work by our amazing Conversational Artificial Intelligence (AI) Design and Tech teams, customers increasingly find that Eno understands them and they are delighted when it does. While we’ve expanded some capabilities during the pilot, our main focus has been to make Eno great at answering the questions customers ask the most: your balance, available credit, recent transactions and paying your credit card bill (…oh, and the fastest way around to find that elusive routing number!).įor example, we’ve trained Eno on more than 2,200 different ways that customers have asked for their balance.
Capital one chat support full#
Full disclosure: Eno is a lifetime learner and can’t yet do everything that customers throw at it. Getting smarter with some help from its friendsĮno learns to better understand what customers mean from every conversation through supervised machine learning. In fact, we’ve seen customers use a thumbs up emoji to confirm their payment more than 50% of the time, and Eno understands.Ģ. Some have typos in every other word – “val” is a common one since “b” is adjacent to “v” on the keyboard – while others prefer emojis. Some are very to the point and all about abbreviations - “bal” for “balance.” Others are chatty and text like they speak: ”Hi Eno! How much money do I have today?”. So Eno has had to learn how different people text about their money. They text at all times of day and in all kinds of ways. Each of our more than 100,000 invite-only pilot customers who have chatted with Eno about their credit card and bank accounts have their own style. It turns out that texting your bank isn’t that different from texting your friends and family. So what has Eno learned during the past seven months? Ken Dodelin, VP, Conversational AI Products, talked with One Focus about how Eno has been getting ready to go from pilot to primetime.
Now Eno is available to text with millions of Capital One credit card and bank customers. During the invite-only pilot of Eno, customers could text Eno anytime to stay on top of their Capital One accounts, pay their credit card bill, or chat about the meaning of life. Capital One revealed Eno, the first natural language SMS chatbot from a U.S.
Chatbots are even available to help you manage your finances. They let you message or chat with a computer that “talks” like a human so you can quickly get answers that actually make sense without the hassle of pulling up multiple apps, search pages or calling someone. Mailįind the right address to mail Capital One about the following issues:Ĭheck out the current status of Capital One services.Chatbots are probably one of the ways that you interact with that tech buzzword, “artificial intelligence,” the most. Servicemembers Civil Relief Act (SCRA) and Military Servicingġ-87 For faster customer service, please use the links above to contact the appropriate customer service center for your specific needs.
Credit Card supportĬollect call support if you're outside the U.S. You can search the Support Center or chat with Eno, Capital One’s digital assistant.
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