Smart money : how to drive AI at scale to transform the financial services customer experience

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      <subfield code="a">Financial services firms understand the importance of making customer interactions AI-enabled and are taking steps to achieve this goal. The use of AI in customer interactions has grown significantly in the past three years in the industry. A number of leading financial services firms are responding to this demand with innovative solutions. However, half of banking and insurance customers (49%) feel that the value they received from their AI interactions was non-existent or less than expected. This perhaps reflects the fact that the novelty factor of traditional industry innovations  such as basic chatbots may have worn off. Today, people expect chatbots to be as advanced as those available from technology firms such as Google, and today only 31% say chatbotsm are their preferred AI-driven way to interact with financial services institutions compared to 41% for voice assistants.</subfield>
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