Wells Fargo has announced it is launching a pilot to test an artificial intelligence (AI)-driven customer chat experience for Facebook Messenger.

The pilot has initially been opened to several hundred Wells Fargo team members and will then be rolled out to a few thousand customers later this spring.

Wells Fargo has been providing assistance to its customers in Facebook platforms since 2009. In May 2016, the bank adopted Messenger as its main channel for addressing customers’ common questions and service issues.

Steve Ellis, head of Wells Fargo’s innovation group, said: “We’re very excited about the opportunity to provide more personalized services for customers, and to bring those services directly to our customers.

“Our goal is to deliver information ‘in the moment’ to help customers make better informed financial decisions. AI technology allows us to take an experience that would have required our customers to navigate through several pages on our website, and turn it into a simple conversation in a chat environment. That’s a huge time-saving convenience for busy customers who are already frequent users of Messenger.”

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