RP Sanjiv Goenka Group

Industry views: AI, chatbots and banking

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As published in MEF

Bhupendra Gupta, EVP – Transformation & Product Engineering at Firstsource Solutions

Automation and chat bots are the latest technology trends that banks are starting to exploit. Despite some well publicised incidents of bots backfiring, they nonetheless have an important role to play in shepherding customers on relatively linear journeys, such as everyday banking queries. We’re already seeing many brands such as eBay and Starbucks use bots both in-app and on social platforms, so it’s only a matter of time before more banks start dipping their toes in the chatbot water to provide their customers with a more integrated and immediate service.

By delivering a personalised, cost effective interface with the consumer, bots can free up agents to support customers with more complex queries – so it’s a win win for businesses who get it right. Read more

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