CHATBOTS THE DEFINITIVE LEAP TO THE MOST CONVERSATIONAL DIGITAL BANKING!
The Chatbots are gradually opening a new era in digital banking: that of Conversational banking. They are programs that simulate having a conversation.
They can do this through, for example, text, voice or other means. And they are moving towards an increasingly natural language, which understands better and better what customers are saying and makes it easier and more accessible for them to understand by using banking chatbots.
Although they can be used in bank offices, for example, to offer automated services through machines or to organize personal assistance, their main field of application is digital banking, for which they are one of the main levers in various fields.
One of the challenges of digital banking is for the client to understand all the steps that they are going to take and their implications. It is intended that you do not feel that you are being overwhelmed with too many confirmations, authentications, revisions, etc.
But, on the other hand, each procedure has its raison must be covered in the shortest time, with the lowest cost and the greatest possible comfort. For this,
Many clients continue to rely especially on humane treatment. One of the reasons is because they find someone to guide them and can warn them of possible errors.
In this field, banking chatbots have a long way to go. They are able to link the data processing capabilities of computing equipment with the answers the customer needs. If you need such a key, help explain how to obtain and can even handle the request.
To accompany the client in all these processes, which can be cumbersome, many entities prefer to prioritize investment in the creation of banking chatbots than in other alternatives.
They do it, mainly, for two reasons. The first is cost. The design, development, and maintenance of a conversational banking chatbots are not excessively expensive. The second is that many customers are very familiar with text or voice messaging.
EMPOWERMENT OF THE CUSTOMER AS THE OWNER OF THEIR BANK DETAILS
The other side of the coin arrives at the moment when the client is the one who asks for the checks or requests information. He wants to know something, for example, about their positions or if an operation has been carried out and on what terms. In this field, chatbots manage to empower the customer even more as the owner of their bank details.
Without going any further, the head of digital banking at Bank of America, Michelle Moore, explains that one of the most widely used features of her chatbot Erica is precisely the consultation of eCommerce operations, as well as all kinds of payments made through credit, debit or check card.
Ultimately, the objective pursued is that the client no longer has to keep looking for his way. Instead, it is intended that you can have a conversation in which you explain to the tool provided by the bank what you want so that it can give you what you need.
HELP IN DECISION MAKING Not everything comes down to mere procedures in which the client needs guidance so as not to be mistaken. There are complex decisions that involve taking an option, with its advantages and risks, giving up other alternatives.
The improvement in financial decisions personal and business has been an engine of the banking advancement throughout history. In the current context, data is the perfect ally to achieve it.
Banks treasure many referrals to the client himself and others related to the environment, its changes and complexities. In addition, there is knowledge of how banking operations are and how they can evolve, know-how to which computer algorithms aim to give digital value.
The question is, in the digital field, what can be the channels to offer advice to clients. Ideally, it should also be delivered in the most useful and personalized way possible. Chatbots are, in this sense, a different alternative, but one that aims to emulate some of the best features of the traditional face-to-face with the bank employee.
The customer highly values the interaction, over cold reports on the state of their finances. Find in the chatbot a tool to ask and from which you can get answers. And he also attaches great importance to the progressive fit that makes the bank understand him or her better and that he makes himself understood in his messages in an increasingly personalized way.
CHATBOTS AND BANKING PROCESSES
Resorting to a conversational banking chatbots can be a good solution to avoid hours of dark and repetitive work. In this way, workers are allowed to focus on the tasks in which they add the most value.
Ultimately, bank employees have "someone" to "talk to" to solve mechanical processes. And it should be borne in mind that the fact that they are repetitive tasks does not mean that they are unimportant. In addition, these are tasks that require many hours of dedication.