Top 4 AI Offerings Enhancing Banking CX

Banking CIO Outlook | Thursday, October 24, 2019

Customer expectations are higher than ever in today's competitive world. With Ai, banks are looking to provide hyper-personalized experiences to customers.   

FERMONT, CA: In recent years, the prevalent use of Artificial Intelligence (AI) software has changed the way consumers and banks interact with each other entirely. While banks initially used AI primarily for chatbot technology, significant advances in the field mean that using AI now goes much further than that. Continued use of innovative AI technologies in the banking world in new and exciting ways will have a significant impact on the industry to the point where the customer experience will be completely transformed. Here is more to it.

Consumer Sentiment Analysis

AI also makes it easier for banks to connect with their customers. In reality, this technology helps banks to become much smarter when it comes to customer service, and one of the most innovative ways is to use tone and language analysis techniques to assess the mood or state of mind of the customer, for example, during a phone call. This is also referred to as consumer sentiment analysis and may be of inestimable value for banks because it provides useful advice to customer service representatives to address grievances– all tailored to the condition and personality of that particular customer at that point in time. With this, banks can boost the speed and quality of customer service. According to Gartner, banking chatbots will be used by customers to handle 85 percent of their overall business interactions with banks by 2020.

Security - Identifying Any Anomalies

AI would make it possible for banks to help customers keep their accounts safer by identifying any anomalies or fraudulent activities quicker than ever. By recognizing patterns based on past transactions and behaviors, AI and machine learning understand what is authorized and validated in each account or card. For AI being able to detect any deviations from standard trends quicker than currently possible, banks will be able to notify their customers if their accounts seem to have unusual and suspicious activity. Then the consumer will decide whether it is fraud or just out of the ordinary.

Predictive Analytics

Banks can also start mainstreaming the use of machine learning to gain a better understanding of the data they collect to make customer predictions, understand their future behavior and ensure that the level of service they want is maintained. For example, banks may redistribute credit limits by recognizing patterns in people's spending actions. So, if a person spends a certain amount regularly, the bank would know how much they ought to lend them. It provides banks with a mathematical understanding of the optimal way of credit provision. As a result, the consumer benefits from having the right amount of credit made available to them, while banks gain a better understanding of their customers.  

Top Artificial Intelligence Solution CompaniesReliable Mobile Banking 

With the advantages of automated and safe payments available, customers can receive an instant notification as per their normal patterns for any suspicious activity. A card management system is another valuable application of AI. Not only does it simplifies the management system for credit and debit cards, but it also makes it safer. In the event of losing the ticket, it allows the customer to get rid of a long authentication process. The AI system saves customers' time and effort and improves the mobile banking services.

As AI/ML systems continue to evolve, AI will continue to be adopted within the banking sector. AI will improve business success by allowing a better customer experience by a better understanding of customer data and improving workforce efficiency, as well as creating opportunities for innovative business models and revenue streams while delivering new products and services to consumers.

Check out: Top Artificial Intelligence Companies in APAC

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