bankingciooutlook

Four Benefits of Automating Retail Banking

James Robertson, Banking CIO Outlook | Thursday, September 23, 2021

Retail banking automation will result in improved customer relations. Imagine being able to complete all of your transfers, deposits, and other services without having to line for hours.

Fremont, CA: Because of the Covid-19 pandemic, people's access to services has changed. Everything was done online at a low cost and with optimal efficiency. Everything was at our fingertips, from booking a flight to purchasing food. There was a significant increase in client queries, which were handled via contact centers. To compete on a level playing field, the retail banking sector needs to implement automation actively.

Consumer banking necessitates a large amount of data transit. Using automation to collect data will reduce the amount of manual labor required. It will eliminate the tedious, repetitious encounters between employee and customer and the time wasted manually acquiring consumer information. Employees can focus on more skill-based jobs as a result of this. Here are four impacts of implementing automation in banking:

  • With intelligent voice assistants working alongside live agents, client relations have improved. More loyal clients can be gained by providing better-customized services through digital channels.
  • Robotic process automation (RPA) improves the intelligence of bots. This technology can be utilized in know your customer (KYC) operations, which allows for faster customer identification, verification, and data analysis.
  • Customer encounters may be made more engaging and participatory with the help of conversational AI. This will relieve live agents of some of their responsibilities and allow them to focus on other vital tasks.
  • Rather than raising security concerns about AI, automation makes it easier and faster to detect cybersecurity breaches and threats. It analyses, predicts and provides real-time insights by skimming through pages of data in a fraction of a second.

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