Getting computers to talk finance with banking customers by voice or text is a big challenge, as anyone who has encountered a bank chatbot knows. Called conversational artificial intelligence (CAI) it requires skills outside the usual developer’s portfolio and changes to the typical IT organization, said Don McInnes, who has been working in the field since 2011.

He led the Conversational Design team at Wells Fargo for about a year before concluding the bank would lag behind because it wouldn’t take full advantage of commercially available software.

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