What's next for Wells Fargo's virtual assistant: Q&A with Michelle Moore
American Banker Wells Fargo's virtual assistant, Fargo, is just over six weeks old and it has already had more than two million conversations with customers.
To put this in perspective, the $1.9 trillion-asset bank does have 69 million customers. Still, the quick uptake has been encouraging to Michelle Moore, head of digital at Wells Fargo, who oversees Fargo as well as wealth management technology at the bank.
Fargo launched in late April. In late May, the bank added the ability for customers to use a smartphone microphone to talk to Fargo (voice in, it does not have voice out yet). It also introduced Fargo's first insights into users' spending habits.
Moore was named American Banker's Digital Banker of the Year in 2017 in honor of her work guiding the development of Bank of America's Erica virtual assistant. She will be speaking at American Banker's Digital Banking Conference next week. In an interview this week, she shared an update on her work and what is on her drawing board.
