FINANCIAL SERVICES
BANKING ON DIGITAL TRANSFORMATION HOW FINANCIAL SERVICES CAN USE TOOLS LIKE CONVERSATIONAL AI AND AGENT ASSIST AI .
BY PATRICK REETZ , LINKLIVE
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Financial institutions are in the midst of a significant digital transformation , moving to provide a seamless , omnichannel customer experience ( CX ), enabled by solutions that can also provide excellent employee experiences ( EXs ). This transformation is being made possible by new , advanced artificial intelligence ( AI ) -driven technologies like Conversational AI and Agent Assist AI .
At the same time , financial institutions are faced with significant headwinds , even as customer expectations have never been higher .
On a macro level , uncertainty is driven by a rapidly-changing interest rate environment and the unfortunate news about the failure of a small number of regional banks . On a micro level , these institutions are under pressure from rising costs , staffing shortages , and regulatory burdens .
So , in seeking to understand these issues , and to find out how financial services businesses can benefit from digital transformation , we asked ourselves several questions .
WHAT ARE THE KEY CUSTOMER AND EMPLOYEE EXPERIENCE TRENDS , CHALLENGES , BUT ALSO OPPORTUNITIES FACING FINANCIAL SERVICES FIRMS AND THEIR DRIVERS ?
A : Customers today expect a personalized , convenient retail-like experience in any service they use - both online and in-person - including financial services . 36 CONTACT CENTER PIPELINE