How banks and financial institutions deal with customers underwent a seismic shift, with customers demanding remote service and branches, and physical locations giving way to self-service kiosks and automated systems.
Today’s banking and finance customers want to be able to access information and be offered personalized services, without needing to wait in a phone queue or visit a physical location or branch. AI is changing the way banking customers receive information and advice about their financial products.
Finding ways to do things better has not been enough. They also had to be done cheaper and faster. For all these reasons, automation technology has been much hyped in recent years. Some might say overhyped as it has not completely delivered on its promises. At least, not yet.
Today, it is becoming a very different story.