Banks, globally, have started realizing how investments in digital technologies could benefit customer acquisition and satisfaction. Digital banking requires restructuring organizations around different stages of customer interaction. As it seems banks are going digital for each and every small service and also consumers are ready to have a dramatic level of digital engagement, today, FinanceShed has brought some aspects of Digital Transformation in the Banking Industry and the share of it behind the economic growth.
Personalize or Digitize?
Banks are exploring ways to engage a wider customer base with offerings backed with artificial intelligence and expert systems. These systems help banking companies to have faster customer services while some institutions are already building robo-advisor platforms for mass affluent customers. The digital transformation is not only limited to digitization but taking place of personalization with the personal touch provided by financial advisors. With the advent of digitization, personalization is becoming way too easier for each product, each service, and each transaction. This allows banks to be closer and even more engaged with their customers.
Artificial Intelligence Empowered Support Systems
With the use of Artificial Intelligence, not only banks are trying to optimize customer experience, but also trying to solve the back-office problems. Artificial intelligence is used to have advanced machine learning and natural language processing. These can be used without human intervention for simpler tasks and also some of the complex problems to reduce turnaround time and providing instant information and enhances cross-selling. Banks came up with an advanced chatbox that recommends investment options and also suggests new and upcoming changes taking place and also how to use credit card points. Also, these support systems help for tasks such as opening account, cash deposit, and withdrawal, transfer, loan processing, having information about your account and what not.
Banks also came up with expert systems that provide assistance for thousands of common FAQs, reducing the need for time-consuming telephonic conversations saving a large chunk of manpower and resources.
Benefit For Both Industry And Consumer
Artificial intelligence and digital support system can provide an effective gateway to emotionally connect an organization to its consumers and also have superior job integrating digital and physical environments. All in all these services provides a one-stop solution for each and every query of customers and assistance they need. Consumers nowadays are ready to use digital channels of banking if they are provided with 100 percent assurance of increased security, real-time solution, and hassle-free banking transactions. On the other hand, providing digital assistance helps the banking industry to reduce work burden and to utilize manpower and other resources at an optimum level. Adding digital self-service screens at brick-and-mortar locations and being able to connect with a bank representative virtually will increase consumer’s faith towards the organization.
The conclusive Action Plan
The emergence of new technologies, competition from new entrants in the game, ever-rising customer expectations and continuous improvement in technology have made it difficult for traditional banks to even exist without a change in the system. Those banks are preferred more that embrace innovation and adopt consumer-friendly technologies. Banks should try to fulfill these expectations and make banking services faster, agile and transparent.