My bank also does this chat service and they do it pretty well. They do not use Automation in the chat which I think is a horrible idea if your focus is on customer service. Automated chat Bots are so frustrating to actually use and nine times out of ten do not solve the issue. My bank also has 24 hour live reps so they do not have a need for automation even though they would save money. I agree with the article that customer service is one of the most important things in banking.