Bank of America: Using Automation & AI To Drive Resilience

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15 April 2020

Winner of Celent Model Bank 2020 Award For Operational Excellence


Celent recognizes Bank of America as the winner of Celent Model Bank 2020 Award For Operational Excellence. The way customers interact with banking is changing, and so are their expectations. They expect to be able to do everything instantly. Not only that, with mobile and internet banking, it’s also 24/7. Banks haven’t traditionally been organized like that though, and their technology certainly hasn’t. An interaction that a customer might feel is simple is likely to be made up of multiple processes across multiple interactions. Knowing when one of those processes is broken as quickly as possible is an imperative all banks face. In order to improve customer experience and meet their increasing expectations, Bank of America recognized it needed an innovative platform to monitor and resolve technological issues.

See all 2020 Celent Model Bank winners here.