Transforming Client Experience with AI with Robbi Armstrong

Open||Source||Data

Join Charna Parkey as she interviews Robbi Armstrong, AI Products and Strategy Director at KeyBank. Discover how this $190 billion bank is navigating the rapidly evolving landscape of generative AI, balancing the need for innovation with the challenges of managing risk in a heavily regulated industry. Explore the impact of KeyBank's virtual assistant, MyKey, on client experience. With nearly 70% repeat usage, MyKey seamlessly transfers clients to contact center agents, providing a warm handoff that includes authentication and chat context.
Episode Timestamps

(02:11): Robbi Armstrong's role at KeyBank and intersection with open source and AI initiatives in the financial industry

(04:06): Compliance and regulatory trends in AI for banking

(12:10): Organizational Change Management with AI

(28:00): Responsible and Ethical AI

(37:00): Financial Literacy and AI

Quotes

Robbi Armstrong

“I truly believe that if you are an organization and you are sitting back and you're not organizing a team and you're not organizing a program and you're not learning, you're not looking at education, you're not looking at change management around Gen AI, I don't think you'll be here in two years. I really truly believe that. Because you won't be able to compete."

Charna Parkey

“I think the democratization is real and I think it's incredibly important because that step in between the domain expert and the technology is very lossy. You know, oftentimes we say, well, if only I had the data to answer your question let me give you a different answer or let me answer it completely and now we can actually put it in the hands of the experts and say, well, oh, then let's go collect that data."

Links

Connect with Robbi
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