Ally, Discover and USAA have made technological, managerial and policy changes to help their centers' employees cope with the rush of calls from customers hurt by the pandemic.
Consumer response to banking by smart speaker has been underwhelming. But a handful of financial institutions keep plugging away in hopes customers warm to the advantages of verbal commands instead of pushing buttons.
Digital banking will become less visible because it will be embedded in other daily activities with the help of AI, voice interfaces and other emerging technologies.
