Virtual assistant

IBM Watson-Powered AI Virtual Assistant Helps Visitors to TD Precious Metals Digital Store

Designed to provide consistent and timely answers to frequently asked customer questions

February 9, 2022

MARKHAM, ON, February 9, 2022 /PRNewswire/ — Investors looking to diversify their portfolios and collectors looking to add a new treasure to their collection know the benefits and value that precious metals can offer. To facilitate the purchasing process, IBM (NYSE: IBM) collaborated with TD Securities to launch an AI-based virtual assistant powered by IBM Watson Wizard who can assist customers with inquiries about the TD Precious Metals Digital Storeincluding frequently asked questions.

The TD Precious Metals digital store allows customers to purchase physical gold, silver and platinum bars and coins online from the comfort of their own home. The new Virtual Assistant, now available as a feature on the TD Precious Metals digital store, provides customers with a convenient 24/7 self-service option for frequently asked questions about TD Precious Metals. Customers enter their questions into the virtual assistant and receive an instant written response, along with links to help them further.

“We know our customers are looking for an enhanced digital experience and the new virtual assistant will provide quick answers to help customers feel confident in their purchasing decisions,” says James WolanskiManaging Director, Head of Wealth Retail & Distribution and Product Innovation, TD Securities. “Our TD Precious Metals Helpdesk will remain available for any inquiries requiring additional assistance or human intervention.”

“With the rapid acceleration of digital transformation, companies need to improve their services using intelligent AI-powered workflows. Using AI to automate tasks can increase efficiency and strengthen customer relations,” said Daniel Casconehead of the financial services sector for IBM Canada. “We are working with TD Securities to enrich the overall customer experience with the power of innovative technology like conversational AI through the AI ​​Virtual Assistant powered by IBM Watson.”

The new AI-powered virtual assistant can help customers with questions related to pricing, delivery options and shipping, such as:

  • How is the price determined?
  • Is there a minimum or maximum number of products or a dollar value when purchasing?
  • What delivery options does TD offer?
  • How will my items be shipped?

TD’s digital and technology teams worked closely with commerce and systems integration experts from IBM Consulting to develop and fully integrate the virtual assistant into the TD Precious Metals digital store via the IBM Garage Methodology, a collaborative approach to accelerate innovation and drive meaningful and sustainable transformation. Future iterations of the virtual assistant are planned to further enhance the customer experience by incorporating additional enhancements and features.

Nearly half of companies (43%) surveyed have accelerated their deployment of AI in the past year, according to IBM’s 2021 Global AI Adoption Index, as organizations look to virtual assistants to handle increased call volumes and other similar routes to automation. According to the same index, 80% of companies surveyed said they plan to deploy some form of automation software in the next 12 months.1.

IBM positioned itself as a leader in the recent release Gartner 2022® magic quadrantMT for enterprise conversational AI platforms2 for his assistant IBM Watson. IBM Watson Assistant uses AI designed to understand customers in context to deliver fast, consistent and accurate answers across applications, devices or channels. IBM Watson Assistant was deployed by customers all over the world and across a range of industries to deliver powerful customer service experiences such as responding to urgent COVID-19 inquiries, helping citizens get more information about voting procedureshelping insurers provide more personalized services, and more.

Gartner Disclaimer:

Gartner, Magic Quadrant for Enterprise Conversational AI Platforms, Magnus Revang | Anthony Mullen | Bern Elliot, January 24, 2022

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Media Contact:
Ruhi Dhar
IBM Canada External Relations
[email protected]

Sarah Murphy
IBM External Relations
[email protected]