Powered by AI, chatbots create an opportunity for the banking industry to take customer relationships to a new level that was not possible until now – providing anytime, anywhere personalized service.
There once was an old saying about ‘banker’s hours,’ when referencing a standard 9-5 day with no overtime or weekend work. Not to slight dedicated banking professionals, but historically, many bankers did work in brick and mortar offices, where doors closed promptly at 4:00pm (or earlier) every weekday, with extended weekend work rare.
Getting rid of Time Restrictions
Sure, banker’s hours don’t matter as much in the digital age. Online tools have allowed customers to perform basic tasks like bill payments, money transfers and checking deposits from wherever they want, whenever they want. Still, customers sometimes need answers and help with services that an app can’t handle. They want to talk to someone at their bank, but can’t because of banker’s hours.
Personalized Bank Chatbots
This can all change with a chatbot. Armed with advanced cognitive capabilities, a chatbot can perform many customer-facing tasks better and faster than a human can, anywhere, anytime. The technology can drastically improve customer relationships by supplementing – not replacing – the humans who can continue to work banker’s hours. This new frontier is wide open for exploration, and banks are already poised to take advantage of chatbots to better serve and engage customers. Call it “cognitive banking” – the melding of AI, predictive analytics, natural language understanding, and machine learning technologies to transform banks’ relationships with their customers in the digital age. Cognitive banking can deliver a highly engaging customer experience that reduces friction for the customer and cost to the bank.
Cognitive Banking of the Future
Banks can use chatbots to serve customers in ways that haven’t been possible until now. That’s because cognitive capabilities allow chatbots to do some things better than people. This is not to suggest a chatbot is human. It’s misleading and counterproductive to do so. Rather, banks should embrace the fact that chatbots can outperform humans in some situations, and position them as an integral part of their omnichannel strategies.