TD Bank and Kasisto Recognized by Celent for Rapidly Responding to Customers Digital Needs in the Pandemic

TD Bank enabled by Kasisto was able to stand up a virtual assistant in record time and quickly pivot to meet the new digital needs of their banking customers, while accelerating its digital self-service strategy by years.

Kasisto, creators of KAI, the leading digital experience platform for the financial services industry, and TD Bank, a leading financial services group, today announced that they have been recognized by Celent, a global research and advisory firm for the financial services industry, as a Model Bank award winner for Supporting Customers in the Pandemic. TD Bank was recognized for its partnership with Kasisto and their ability to deploy a Virtual Assistant in just three weeks, at the height of the pandemic to their customers.

TD Bank implemented their KAI-powered Virtual Assistant to reduce the new and unforeseen pressures on their call center that came with servicing their customers during the COVID-19 pandemic. With KAI’s extensive and existing banking knowledge, TD Bank’s new Virtual Assistant was fully functional and available in just three weeks. The KAI-powered Virtual Assistant was able to provide customers with immediate access to their financial information and answer their most pressing COVID-19 related inquiries. 

Zor Gorelov, CEO and co-founder of Kasisto, said: 

“We are proud of what we’ve accomplished with TD Bank and are thrilled to be recognized by Celent. Fundamentally, our mission at Kasisto is to promote financial well-being across the financial services industry through the use of intelligent virtual assistants. This also includes thinking about the personal well-being of banking customers and when the pandemic hit, it was clear to us through our conversational data that banking customers were asking for assistance. Knowing that both firms helped people at the most critical time of need is fulfilling for all of us at Kasisto.”

In addition to the award being announced today at Celent’s Innovation and Insight Day, Celent published a case study: TD Bank: Supporting Customers In The Pandemic.

Dan Latimore, Celent’s Chief Research Officer and author of the report, said:

“Chatbots and Virtual Assistants have really hit their stride as banks like TD focus on addressing specific use cases well. Even a bank as large as TD can accelerate its execution by engaging with external partners who’ve already done the hard work of building technology solutions.”