Technologies to improve customer relations and employee work
Posted: Mon Jan 06, 2025 6:30 am
In this 2023 that is proving to be deeply uncertain, and not only because of economic conditions, but also because of the volatility that characterizes the organizational and technological environments in which banks operate, a new study by Cornerstone Advisors, What's Going On in Banking 2023 , reveals which technologies banks and other financial organizations will bet on.
Conversational AI
Banks are increasingly implementing conversational AI technology to india whatsapp resource create chatbots that are not only useful for customer service but also crucial in directly supporting employees (human operators can delegate the most repetitive and low-value tasks to chatbots). Chatbots are evolving into intelligent digital assistants that use machine learning programs to be increasingly realistic and conversational.
Digital banking
Compared to many other types of apps and systems, despite a demand that is certainly not negligible, opening current accounts and formally requesting loans are not yet fully digitized interactions. In 2022, although 23% of banks planned to use an app to open a digital account, this functionality was used by only 10% of users. The strong demand for self-service modes is good news, but the gap between expectations and implementation indicates that there are still some issues to overcome, especially organizational ones.
Conversational AI
Banks are increasingly implementing conversational AI technology to india whatsapp resource create chatbots that are not only useful for customer service but also crucial in directly supporting employees (human operators can delegate the most repetitive and low-value tasks to chatbots). Chatbots are evolving into intelligent digital assistants that use machine learning programs to be increasingly realistic and conversational.
Digital banking
Compared to many other types of apps and systems, despite a demand that is certainly not negligible, opening current accounts and formally requesting loans are not yet fully digitized interactions. In 2022, although 23% of banks planned to use an app to open a digital account, this functionality was used by only 10% of users. The strong demand for self-service modes is good news, but the gap between expectations and implementation indicates that there are still some issues to overcome, especially organizational ones.