The retail banking industry has been under pressure to cut operating costs and find more creative ways to remain profitable. To do so, digital interaction with customers has emerged as a cost-efficient option with the added benefit of increased customer satisfaction. The retail banking industry, as well as the retail industry overall, has taken steps to transform contact centers and implement more modern, digital solutions. The live chat feature has enabled banks to undergo these changes. Capco has successfully implemented this feature at large, international banks and has effectively reduced client operating costs.