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Harris Simmons, chairman and CEO of $88 billion Zions Bancorp. in Salt Lake City, Utah, went to a meeting about three years ago of fellow bankers with Rohit Chopra, then the director of the Consumer Financial Protection Bureau. Chopra brought up the blinking ellipsis used in messaging software, which banks use to let a customer know the chatbot is in the process of answering a question. In Simmons’ memory of the meeting, Chopra thought the ellipsis suggested there was a human at the other end of the conversation, and their use was therefore “unfair and deceptive.” Simmons, who wrote about…
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WRITTEN BY
Naomi Snyder
Editor-in-Chief
Editor-in-Chief Naomi Snyder is in charge of the editorial coverage at Bank Director. She oversees the magazine and the editorial team’s efforts on the Bank Director website, newsletter and special projects. She has more than two decades of experience in business journalism and spent 15 years as a newspaper reporter. She has a master’s degree in journalism from the University of Illinois and a bachelor’s degree from the University of Michigan.