Banks have to manage a large customer base with recurring customer enquiries, which represents an enormous potential for automation. With AI and chatbots, banks can scale their customer service. Scalability is a key differentiator in digital transformation, enabling established banks to keep up with new competitors. Here, chatbots can reduce costs by simultaneously conducting intelligent conversations with millions of customers at the same time. With an around the clock service and zero waiting time, customer experience is drastically increased. The chatbot can answer general questions about account models or transfer orders and If integrated onto the CRM, also individual questions about standing orders or account statements. This reduces costs but also increases customers satisfaction as they don’t have to wait for hours or days for a reply from their bank. Also, AI chatbots can be integrated on a variety of channels, ensuring a consistent customer service across any channel, device or platform.
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