Over the years, Artificial Intelligence (AI) has become a crucial component of the digital disruption that's redefining industries and changing the ways businesses function. It has become instrumental in creating and adding value in today's technology-driven world. The banking sector is no exception.
With the adoption of artificial intelligence (AI) tools, banks can achieve greater business agility as they can process more data and support customers in a shorter time. This significantly lowers their cost of doing business and helps them to meet the constantly rising customer demands.
In addition to meeting customer demands, the banking sector can stay ahead of competitors, and even improve customer experience. With the rise of customer-centricity and technology relevance among businesses, tech-savvy customers who are constantly exposed to advanced technologies in their daily lives expect banks to deliver seamless customer experiences.
Also, with the rise of the ‘I need it now culture’ instigated by instant gratification, it’s extremely vital to delivering services at a much quicker pace if banks wish to acquire and retain customers.
To meet these increasing expectations and demands, banks have expanded their industry landscape across various areas to enable customers to avail a multitude of advanced banking services such as online banking, real-time money transfers, mobile banking and chatbots at their fingertips anytime, anywhere.
A chatbot, also known as an artificial conversational entity is a computer program that imitates conversation performed by human beings in text and speech using artificial AI technology. It allows the users to chat with intelligent communication systems that identify the input information from the user and deliver the output based on the query made by the user.
Why Do Banks Need AI-Powered Chatbots?
Chatbots are fast, easy to use, and address multiple customers at a time. The implementation of chatbot technology is evolving rapidly in the banking sector. In many countries, AI-powered chatbots play an essential role in customer relationship management in the banking sector. The AI-induced chatbot certainly enhances the customer relationship with the banks. Moreover, they are well-equipped to enhance customer experience using digital communication channels.
Think about it for a moment.
Handling hundreds of customers with limited bank employees is a tedious process. The bank employees are also exhausted to answer the same repetitive questions for a long time. The customers may feel comfortable with the answers but the bank employees are tired of the same routine of giving the same answers to different customers. This unpleasant situation will weaken the relationship between the banks and the customers.
Moreover, customers hesitate to stand in long queues due to their hectic schedules. Hence, they prefer more convenient options such as mobile banking and trend chatbot banking. With the help of chatbots for banking, customers can perform any financial transaction without much hassle through text or voice. Additionally, customer satisfaction has improved significantly thanks to chatbots.
How are AI-powered Chatbots Strengthening the Competitiveness of Banks?
A chatbot is capable of reducing the requirement for human resources to handle customer inquiries. It is also proficient in handling multiple chats simultaneously with accuracy. As a result of low support and operational costs, chatbots are capable of bringing significant returns on Investment (ROIs) without much effort.
AI-powered chatbots can help improve work productivity by assisting bank employees in their tasks, in addition to acting as personal assistants, automating workflows, reducing customer service volumes, providing great customer experiences, delivering timely & guided selling experiences, and more. The automated process will even improve the customers’ perception of the company by reducing the scope for human error.
With chatbots being operational 24×7, all customers can be attended to. Information can be gathered and service requests can be handled at any point of the day, so those who visit the bank’s website/social media or face an issue with your product or service at odd hours will not end up being left unattended and feeling frustrated.
Faster Response Time
Chatbots enable banks to deliver a seamless customer experience by answering customer queries around the clock. Moreover, they’re capable of handling multiple chats at one time. Therefore, customers no longer have to wait for a prolonged period to have their queries answered.
More are more comfortable with chatbots as they are more robust and efficient when responding to queries than human agents.
Eliminates the Human-Error Factor
In many banks, chatbots are generally used to deal with the most redundant tasks that are often prone to human errors. Human errors often cause customer dissatisfaction which may lead to a reduction in customer loyalty. Chatbots help reduces customer discontent and improves brand satisfaction by making the process error-free and smooth.
Improve Customer Engagement
Chatbots work as a customer engagement tool in various ways. They help banks drive more personalized and contextual engagement with customers. Therefore, chatbots have single-handedly revolutionized customer experience and also put extensive efforts in customer services to rest. Moreover, it’s also replacing the old-fashioned customer engagement techniques by automating tasks and eliminating overtime consumption. Many chatbot development tools also enable users to track customer traffic and activities which allows them to make further improvisions as they wish. So banks can customize their chatbot to suit their specific needs and requirements ensuring higher engagement & better outcomes. This is one of the many benefits that come along with opting for a chatbot.
Boosts Brand Loyalty
The banking sector has a lot of pressure to acquire, retain and grow its customer base. As the industry is all about the customer journey AI-powered chatbots are extremely advantageous in helping organizations engage more with customers at every stage of the customer life cycle and will eventually be more advanced in interacting with customers with a more human touch. This will help in making the customer experience more real and personable which in turn would help acquisition, conversion, retention, and loyalty.
Personalized Customer Experience
Many customers expect personalized customer service. Although banks provide a plethora of services to their customers most of these services lack a personal touch. By deploying chatbots, banks are capable of overcoming this obstacle. Chatbots excel at providing customized service to every customer by using customer data. It’s also a proven way to significantly improve conversion rates.
The banking industry is waking up to the tremendous transformative potential of AI. Leveraging digital services and AI to deliver personalized, omnichannel services while allowing customers to self-serve and carry out their actions is a key element in the future of customer service and the customer experience in the banking sector.AI-powered chatbots are an important ingredient that would help push this novel wave of innovation focusing on enhancing customer experience forward.
With the advancement of technology and the progress of customer adoption, in the coming time, chatbots in banking will be handling more complex tasks and interacting with consumers on a more human level, like helping a customer with pre-approved loan origination. As the pandemic and inflation continue to carry on, chatbots are helping the banking sector stay and thrive in the business. In the long run, AI-powered chatbots will be game-changers for the banking sector.