TD Talks, powered by WhatsApp
Developed in collaboration with Madeleine S. Wallin and Carl Zou
The COVID-19 pandemic has reduced customer’s engagement with physical branches, instead seeking remote options such
as banking via a website or app platform. However, during the pandemic, students now engage with new financial processes
via phone, as guidance from call centre representative provides the personal direction previously achieved with in-person
tellers. Given the popularity of banking via mobile apps, we believe that we can rise with the trends of mobile banking by
reorienting the banking service hotline to multi-delivery chat hosted through WhatsApp, integrated into the banking app.
Focusing on TD Banking based upon their existing chatbot service, we believe we can expand the capabilities of the chat
via WhatsApp’s communication features, facilitating counsel and financial resolutions via the voice/video call and document-
sharing functions. This transfer will alleviate frustrations and save lost time surrounding hotline call trees, while supplementing
these human interactions in finance hindered at this stage of the pandemic.
