TECHNOLOGY

The front line of this bank’ s strategy is Fargo, a mobile virtual assistant that has surpassed one billion customer interactions. By utilising conversational technology trained on massive conversation pools, the tool handles everyday queries instantly – saving millions of users from hold times and app navigation, with future iterations slated to deliver highly personalised financial counselling. Yet the true structural disruption is happening behind the teller line. With tools like the Intelligent Banker Book, Wells Fargo uses smart data engines to instantly summarise client history and prep licensed bankers for meetings, turning hours of administrative homework into real-time strategy. Similar automated, single-workflows are optimising customer service desks, slashing account-opening timelines, and accelerating how the bank’ s own engineers deploy software.

Saul Van Beurden Head of AI and Co-CEO of Consumer Banking & Lending

Wells Fargo

Wells Fargo is making a definitive statement: in modern finance, intelligent tech is no longer a luxury feature; it is the engine.“ If you look at our strategy, it’ s pretty simple: to fundamentally transform the way the bank operates,” notes Saul Van Beurden, Wells Fargo’ s Head of AI and Co-CEO of Consumer Banking & Lending.“ This means making our people – especially our bankers – more productive, improving the customer experience and removing manual work.”

CUSTOMER STRATEGY

Wells Fargo has invested in the AI assistant to support customers on an easier, personalised journey as they navigate their financial admin.