Key Insights

In the financial services industry user demand for stellar customer experience is constantly increasing:

⋅ 76% expect to engage with someone immediately when contacting a company

⋅ 68% expect all experiences to be personalised

AI enables business process optimisation for an omni-channel world, empowering you to serve customers at scale in a way that feels like they're engaging with an actual person.

AI enables business process optimisation for an omni-channel world, empowering you to serve customers at scale in a way that feels like they're engaging with an actual person.

Characteristics of processes that are ripe for AI automation:

⋅ Multiple steps

⋅ Possibly across multiple channels (e.g. web and call center)

⋅ Steps possibly completed in several discontinued sessions (e.g. document upload)

⋅ Processes that may require intervention (approvals, underwriting)

To enable effective benefits realisation from AI automation in financial institutions, it is critical to embed technology within the service transformation plans of financial institutions and not be an afterthought.

The first step to automation brings together the elements of language understanding and generation as well as process or customer journey automation through a chat-based VA. Then, speech can be overlayed on top of that initial activity.

Examples of EBO's Top Uses cases for Financial Institutions are:

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