{"id":181070,"date":"2026-01-23T17:30:00","date_gmt":"2026-01-23T22:30:00","guid":{"rendered":"https:\/\/testing.news-you-need.com\/index.php\/2026\/01\/23\/keybank-taps-conversational-ai-to-cut-call-center-costs\/"},"modified":"2026-01-23T17:55:08","modified_gmt":"2026-01-23T22:55:08","slug":"keybank-taps-conversational-ai-to-cut-call-center-costs","status":"publish","type":"post","link":"https:\/\/testing.news-you-need.com\/index.php\/2026\/01\/23\/keybank-taps-conversational-ai-to-cut-call-center-costs\/","title":{"rendered":"KeyBank Taps Conversational AI to Cut Call Center Costs"},"content":{"rendered":"<p><a href=\"https:\/\/www.pymnts.com\/news\/artificial-intelligence\/2026\/keybank-taps-conversational-ai-cut-call-center-costs\/\">KeyBank Taps Conversational AI to Cut Call Center Costs<\/a><\/p>\n<p><a href=\"https:\/\/www.pymnts.com\/news\/artificial-intelligence\/2026\/keybank-taps-conversational-ai-cut-call-center-costs\/\">https:\/\/www.pymnts.com\/news\/artificial-intelligence\/2026\/keybank-taps-conversational-ai-cut-call-center-costs\/<\/a><\/p>\n<p>Publish Date: <a href=\"publish_date]\">2026-01-23 17:30:00<\/a><\/p>\n<p>Source Domain: <a href=\"www.pymnts.com\">www.pymnts.com<\/a><\/p>\n<ul>\n<li>Banks are adopting artificial intelligence (AI) to reduce operational costs and enhance customer service, with significant savings in call center operations.<\/li>\n<li>KeyCorp&#8217;s CEO, Christopher Gorman, highlighted AI&#8217;s per-interaction cost advantages, stating that AI-handled calls cost $0.25 compared to $9 for human-handled ones.<\/li>\n<li>KeyBank is investing heavily in technology and operations, with its tech spend increasing from $800 million to $1 billion to improve digital and AI capabilities, creating about $100 million in annual savings.<\/li>\n<li>KakaoBank in South Korea employs conversational AI built on Microsoft Azure to serve customers within its mobile app, reducing reliance on live agents while maintaining quick responses.<\/li>\n<li>Lloyds Bank in the UK uses generative AI named Athena to assist customers and employees by automating responses and helping staff access information quicker.<\/li>\n<li>Beyond customer service, advanced agentic AI systems are being used for various operational tasks, including internal workflows, to improve efficiency and reduce costs.<\/li>\n<li>Banks recognize the strategic value of conversational AI not just for cost savings, but for enhancing customer engagement and retention through personalization and deeper insights.<\/li>\n<\/ul>\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>KeyBank Taps Conversational AI to Cut Call Center Costs https:\/\/www.pymnts.com\/news\/artificial-intelligence\/2026\/keybank-taps-conversational-ai-cut-call-center-costs\/ Publish Date: 2026-01-23 17:30:00 Source&#8230;<\/p>\n","protected":false},"author":1,"featured_media":181071,"comment_status":"closed","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"fifu_image_url":"https:\/\/www.pymnts.com\/wp-content\/uploads\/2026\/01\/KeyBank.jpeg","fifu_image_alt":"","footnotes":""},"categories":[14],"tags":[20,19],"class_list":["post-181070","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artificial-intelligence","tag-artificial-intelligence","tag-generative-ai"],"_links":{"self":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/181070"}],"collection":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/comments?post=181070"}],"version-history":[{"count":1,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/181070\/revisions"}],"predecessor-version":[{"id":181072,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/181070\/revisions\/181072"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/media\/181071"}],"wp:attachment":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/media?parent=181070"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/categories?post=181070"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/tags?post=181070"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}