Citizens Bank’s virtual assistant, Digital Butler, was granted a patent this week for its “high degree of personalization,” Jo Wyper, executive vice president and head of operations at Citizens Commercial Bank, told Bank Automation News. 

Whereas retail solutions have personalized capabilities, commercial solutions often do not. The $222 billion bank’s Digital Butler assistant provides commercial clients with advice, transparency and a customized user experience, Wyper said.

The bank launched the assistant on its commercial banking app in the fourth quarter; before that it had only been available on the bank’s web platform, Wyper previously told BAN.  

The platform, Wyper said, now has:  

• 700 clients who are choosing to use it instead of the call center; and  
• 30,000 clients who are using the Digital Butler’s gateway for information every week.  

Iterations to the tech

The Digital Butler is being updated quarterly, Wyper said. 

Like all of Citizens’ products, the technology is being iterated to keep up with client needs based on client feedback and surveys, she said, noting, “I don’t think iteration ever has an ending.” 

Citizens Bank’s Enterprise Product Manager Maria Mason will speak at Bank Automation Summit U.S. 2024 on Tuesday, March 19, at 3:15 p.m. CT, in Nashville, Tenn.

Get ready for Bank Automation Summit U.S. 2024 in Nashville, Tenn., on March 18-19! Discover the latest advancements in AI and automation in banking. Register now.