Our previous article covered how chatbots are being used in financial services, it is time to understand how banks are making use of chatbots to enhance their services and customer experience.
Want to know how?
The integration of chatbots helps banks to:
- Facilitate two-way communication by replacing channels such as phone, text, email
- Offer quick transactional and customer support
- Provide employee assistance
- Measure customer satisfaction
- Provide guidance on financial matters
- Streamline routine back-office tasks
- Offer personalized marketing strategy
In fact, more and more banking organizations are leveraging AI to launch chatbot solutions to serve their tech-savvy consumers and improve their overall digital banking experience.
Moreover, studies have shown that chatbots are going to save billions of dollars in the coming decade. According to Gartner, by 2020, chatbots will be handling around 85% of the customer service interactions without any human support.
Isn’t it surprising?
So now when bots are embarking a new phase of banking and offering a myriad of facilities and advantages from mobile banking to conversational banking, let’s take a look at the endless possibilities that chatbot has to offer to the banking sector as well as the consumers.
1. Personalized Banking Experience
Traditional banking processes were no doubt, extremely hectic. Standing in long queues, waiting for your turn to fill and submit paperwork in order to access your bank accounts and other services was not only time-consuming but also tiring.
However, today the banking experience has totally changed as consumers can create their personalized accounts, perform activities like checking balance, transferring money, and updating account details from the comfort of their own space.
By simply using a chatbot.
Not only this, but consumers can also view a graphical representation of their spendings and earnings, and further get chatbot assistance to invest their money wisely. Chatbots have given customers the leverage to make use of various banking facilities without putting much effort and time. They have also reduced the workloads of the bankers making different processes seamless.
The best example of such a bot is of Erica, a chatbot and a voice bot of Bank of America that assist customers to make faster and smarter banking decisions.
2. Ease of Use
It is annoying when you’re asked to fill your details every time when you visit a banking platform. Here, chatbots play a significant role and rescue you without compromising on the authenticity and security aspect. The best part of having chatbots in your banking system is that they do not ask any detail of the customers, instead, they check their authenticity with their conversational elements.
In fact, chatbot allows customers to repeat their past transactions easily by using a single command. Also, customers need not log in to a particular platform to get the banking perks, the bot serves them with the best suitable services without any hassle.
3. Automate Banking Processes
Traditionally, bankers were unable to concentrate on other crucial tasks as they were occupied with tasks like customer assistance for a larger period of time. However, bots have freed up the bankers by handling the daily banking chores or by automating repeated tasks like resolving customer queries and have eliminated the need of hiring the extra workforce.
The best example of such a bot is of Ally from Ally Bank. The job of this bot is to assist customers, monitor their accounts, make transactions, pay bills, track transactional patterns and so on using NLP (Natural Processing Language).
4. Simplified Workforce Functioning
Chatbots have no doubt made the complex banking services much easier for the customers.
But did you know that how helpful the chatbots have been to smoothen the workforce functioning of banks?
Yes, they have simplified the workforce functioning up to a great extent.
Employees are no more required to personally meet HR to ask for leaves or to login to the HRMS for the same. Using AI-powered bots, employees can simply apply for leaves, check their payrolls, check their compensation history, and request for overtime payment.
Not only this, apart from resolving customer queries, chatbots have the ability to clarify the employee’s doubts as well. At the same time, they motivate and encourage employees to perform better and work even more efficiently.
The innovative technologies are enhancing the banking sector by delivering contextual as well as personalized responses. Despite of unclear future of conversational banking, the growing adoption of chatbot developing services proves that it is worth investing in the technology.
5. Fraud Prevention
Whenever you do a transaction, you get an OTP or an alert message acknowledging the respective date and time of that particular transaction. The message also states, “If the transaction is not done by you, contact your branch immediately.”
As we know banks are known for their stringent policies, it becomes crucial to maintain and adhere to those policies, rules, and regulations.
And what else could be better than chatbot keeping an eye on actions done by customers in the real-time such as swiping card or withdrawal of money?
The role of chatbot here is to send notification as soon as you have done any financial activity. This help banks to prevent fraud using chatbot development services and this build customer loyalty.
6. 24×7 Digital Assistance
In the busy world where people work day and night or have to travel for work irrespective of time, it has become extremely important for banks to provide 24/7 digital support. The best part of integrating chatbots in customer support is that they do not feel tired and that’s the reason they are able to deliver exceptional services to their customers. The chatbots can assist you with various queries that you might have regarding new banking schemes and services, account-related issues, and KYC details updation.
Unlike having a conversation on a helpline where all the queries are not resolved in the real-time, the chatbots are capable of resolving your queries in minimal time. In fact, customers can ask multiple questions in a single conversation with the chatbot.
Isn’t it great!
What’s the best way to Design a Chatbot?
If you are running a banking firm and would want to develop a chatbot for providing flawless customer assistance, you must take the help of chatbot development companies. They have full-fledged knowledge of advanced and robust technologies that have been launched recently.
All you need to do is explain your requirements, the type of features you would want to add in your chatbot application, and the purpose of building a chatbot. They themselves will suggest you various chatbot models and functionalities that will be beneficial for your business.
Moreover, when it comes to the cost of developing a chatbot, it highly depends on the type of chatbot you’re asking them to develop. It may also vary from company to company.
Now that you know the benefits of chatbots to the banking sector, hired a company as well for its development, start thinking the name of your chatbot and get ready to launch it ASAP!