Precious metals are familiar to investors trying to diversify their portfolios and coin collectors looking to add a new treasure to their collection. To assist consumers with inquiries on the TD Precious Metals digital shop, including commonly asked questions, IBM collaborated with TD Securities to establish an AI-based virtual assistant powered by IBM Watson Assistant. 

James Wolanski, Managing Director, Head of Retail & Wealth Distribution & Product Innovation, TD Securities, said, “We know our customers are looking for an enhanced digital experience and the new virtual assistant will provide quick responses to help customers feel confident in their purchasing decisions. Our TD Precious Metals Support Desk will remain available for any inquiry that may require additional support or a human touch.”

Customers can buy actual gold, silver, and platinum bullion and coins online from the comfort of their own homes through the TD Precious Metals internet store. The new virtual assistant, which is currently accessible as a feature on the TD Precious Metals digital shop, provides customers with a simple self-service option for frequently asked inquiries regarding TD Precious Metals that is available 24/7. Customers enter their inquiries into the virtual assistant and receive an immediate textual response, as well as links to help them further.

The new AI-powered virtual assistant can assist consumers with pricing, delivery options, and shipping questions such as:

  • Is there a minimum or a maximum number of products or dollar amount that can be purchased?
  • How will my orders be delivered?

The TD digital and technology teams collaborated closely with IBM Consulting’s commerce and system integration experts to develop and fully integrate the virtual assistant into the TD Precious Metals digital store using the IBM Garage Methodology, a collaborative approach to accelerate innovation and drive meaningful, long-term transformation. Future editions of the virtual assistant will incorporate new features and functionalities to further improve the user experience.

Daniel Cascone, Financial Services Sector Leader for IBM Canada, said, “With the rapid acceleration of digital transformation, businesses need to enhance their services using AI-powered intelligent workflows. The use of AI to automate tasks can drive greater efficiency and strengthen customer relationships. We are working with TD Securities to enrich the overall customer experience with the power of innovative technology like conversational AI through the IBM Watson-powered AI virtual assistant.”