Chatbots can help banks automate customer interactions, especially when it comes to basic or routine tasks, like resetting a password for an online banking account or transferring funds between accounts.
Customers and the teams servicing them must have the ability to respond quickly with the right information.
Mixing automation technology with useful data and smart communication encourages seamless connections that solve problems during a busy season.
As consumer expectations expand to include an anywhere, anytime, any-device type of mindset, multichannel support and interactive communication features become increasingly important.
The disconnect between consumers’ self-perceptions and the reality of their financial health is striking, and suggests that financial services need to be doing something different. Findings from a recent Ernst and Young study—infused with insights from behavioral economics—point toward an exciting new path forward.
Remember when checking your balance online was new and novel? The advent of the internet and online banking permanently changed the way consumers conduct their banking activities and interact with their financial institutions.
By Dennis Egen
By Emma Fitzpatrick