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AI in Banking Customer Experience

How Generative AI Can Help Improve Customer Experience in Banking?

Dhivakar Aridoss

Dhivakar Aridoss

Marketing Head

In a world where time is precious, decisions are numerous, and financial well-being is paramount, imagine having a companion that understands you, anticipates your needs, and empowers you to make informed choices.

That’s the promise of Generative AI in banking – a personalized, proactive, and transformative experience that resonates with the demands of your dynamic lifestyle. Welcome to the future of banking, where technology isn’t just innovative; it’s your intelligent financial companion.

According to a PwC report, about 77% of financial service providers use AI in their business.

Look at this example.

You are a busy professional juggling work, family, and the never-ending stream of financial decisions. One day, you notice an unfamiliar transaction on your bank statement.

Concerned, you call your bank’s customer support for assistance.

Traditionally, this might lead to a lengthy process of explanations, verifications, and searches through documentation.

With Generative AI, things become easier.

As you express your concern about the transaction, the Generative AI tool helps analyze your transaction history, security protocols, and even the latest industry trends.

In a matter of seconds, it pinpoints the source of the unfamiliar transaction and assures you that it’s a legitimate purchase from a vendor you recently signed up with.

Crisis averted.

The magic doesn’t stop there.

A few weeks later, you receive a personalized message from the AI tool. It has detected a potential opportunity to optimize your savings by taking advantage of a new investment product tailored to your financial goals.

Intrigued, you explore the suggestion and find that it aligns perfectly with your aspirations.

Your banking experience will no longer be just a transactional tool. Your bank will become a partner in your financial journey with personalized insights and recommendations powered by Generative AI.

A Capgemini survey found that 63% of customers were willing to share their data with banks in exchange for personalized services.

Generative AI and Customer Experience in Banking

The Generative AI companion, well-versed in banking operations and armed with vast datasets comprising transaction histories, security protocols, and customer interactions, can engage in natural language conversation with both the customers and the customer service representatives.

Let me give you another example.

Your bank faces a new challenge – some customers are experiencing delays in processing international transactions.

The Generative AI companion, having access to a wealth of industry-specific information, suggests a proactive measure – upgrading the bank’s transaction processing system to accommodate the increased demand.

This foresight not only prevents potential disruptions but also positions your bank as a forward-thinking institution in the eyes of your customers.

Generative AI Possibilities in Banking Industry

Embedding Generative AI companions opens up a realm of possibilities with banks.

Imagine a companion designed to alert customers about potential fraudulent activities, update security protocols, and recommend investment strategies based on market trends.

These companions become invaluable assets, improving user experiences, reducing support costs, and identifying upsell opportunities.

The deployment of AI companions can address various needs:

Fraud prevention – identifies and flags potential fraudulent activities, updating security measures in real-time.

Investment advisor – analyses market trends and provides personalized investment recommendations to safeguard client investments

Financial optimization – recommends strategic changes to optimize the bank’s financial services, from currency recommendations to adopting advanced analytics tools.

Just as banks are eager to adopt generative AI, integrating AI companions aligns with the industry’s pursuit of innovative solutions.

With personalized customer data at scale and AI-driven insights, banks can exceed customer expectations, gaining a competitive edge in the market.

According to a report by Accenture, Generative AI could save banks $447 billion by reducing fraud and enhancing security.

The Generative AI companions are set to become indispensable partners in solving complex banking challenges and shaping the future of financial services.

The journey of utilizing Generative AI companies in the banking sector promises not only enhanced support and risk management but also unparalleled customer experiences.

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