Customer Engagement
CIBC's AI-Powered Voice Assistant Recognized With An Award From The Digital Banker
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Annual awards highlight financial service providers delivering a superior customer experience
TORONTO, June 9, 2025 /CNW/ - CIBC has won the 2025 Digital CX Award for Best Use of AI for Customer Experience from The Digital Banker, recognizing the bank's innovative AI-powered voice assistant.
The Digital Banker Awards recognize excellence in customer experience across the financial services landscape and strive to provide unbiased and objective benchmarks for the global industry, highlighting financial service providers that deliver a superior and consistent customer experience.
"This award recognizes CIBC's continued commitment to leveraging innovation to do more for our clients and resolve their inquiries faster, as we continue to focus on delivering an excellent client experience," said Jane Yuen, Head of Enterprise Channels, CIBC. "With our voice assistant that understands natural conversation, we can solve straightforward inquiries quickly, and for more complex queries, connect the client with the team member who is best equipped to help them address their need."
As a result, more clients are now able to digitally self-serve through voice assistant. And when they need to speak with a live agent, voice assistant gets them to the right person faster. This has streamlined interactions and created a more seamless, client-centric experience.
CIBC's voice assistant is the latest innovation in the bank's use of AI to deliver on its client-focused strategy. Last year the bank announced Knowledge Central, used by frontline team members to get answers to questions, help serve clients and ensure a positive experience.
About CIBC
CIBC is a leading North American financial institution with 14 million personal banking, business, public sector and institutional clients. Across Personal and Business Banking, Commercial Banking and Wealth Management, and Capital Markets and Direct Financial Services businesses, CIBC offers a full range of advice, solutions and services through its leading digital banking network, and locations across Canada, in the United States and around the world. Ongoing news releases and more information about CIBC can be found at www.cibc.com/ca/media-centre.
SOURCE CIBC
Frequently Asked Questions
What is the Digital CX Award?
The Digital CX Awards recognize excellence in customer experience across the financial services landscape.
How does CIBC's voice assistant improve customer experience?
It solves straightforward inquiries quickly and connects clients with the right team member for complex queries.
What other AI initiatives has CIBC implemented?
CIBC launched Knowledge Central, used by frontline team members to get answers to questions and better serve clients.
First published on Tue, Jun 10, 2025
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