10/16/17 - Using IBM Watson to Help Banks with Complaint Management
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10/16/17 - Using IBM Watson to Help Banks with Complaint Management

Promontory and IBM were featured in an American Banker article about the use of IBM’s Watson technology to help financial institutions manage customer complaints. The goal is to enable banks to proactively deal with potential misconduct.

“Compliance experts from Promontory Financial Group, the consulting firm IBM bought last year, have been teaching Watson to understand complaints. Subject matter experts read through the complaints and annotate them to identify themes,” the article said. “For instance, if a mortgage borrower called into a bank and used the word “discrimination” in the conversation, that would be simple for a traditional compliance system to pick up. But if someone said they feel they were denied because of age, race or gender, software might not understand. A Promontory consultant, however, could easily label the complaint as indicative of a claim of discrimination.”

Click here to read the full article.