The banking industry is primarily a world of computers and networks. It’s boggling that the bulk of the world’s wealth is stored in databases, and transactions are simply the exchanges of information over networks.
As impressive — or scary — as that might sound, artificial intelligence technologies aim to further revolutionize the way banking is done and the relationships between banks and their customers’ experience.
Always-on chatbot sidesteps banking hours
There’s a reason why people deride banking hours. Banks never seem to be open when you need them most, such as later in the day or on holidays and weekends. Our money doesn’t sleep, so why should the banks? Fortunately, AI in banking is one of the most impactful applications of artificial intelligence through the use of conversational assistants, or chatbots, to engage customers 24/7.
Customers are increasingly comfortable with chatbots handling many things, even private conversations regarding bank transactions, bank services, and other tasks that don’t necessarily require human intervention. For example, Bank of America introduced Erica as a virtual assistant to help with customer transactions, and that has shown significant positive ROI. Many banks have quickly followed suit, although some with mixed results.
In addition to fielding customer service inquiries and conversations about individual transactions, banks have been finding good results in using chatbots to make their customers aware of additional services and offerings. For example, business customers might not be aware of merchant services and loan offerings that can help resolve payment or credit issues. AI-based assistants aware of customer patterns can engage the customer at appropriate times, such as when they are on the bank site or mobile app for more successful conversions and customer experiences.
Furthermore, banks can now segment customers individually, rather than the traditional generalized customer buckets. By using AI-based pattern matching and behavioral analysis, banks are able to make the right offer or suggestion to the right customer, reward their best customers, and respond to immediate finance-related customer service needs.
AI in banking aids regulatory compliance
Banking is one of the most highly regulated sectors of the economy, both in the United States and worldwide. Governments use their regulatory authority to make sure banks have acceptable risk profiles to avoid large-scale defaults, as well as to make sure banking customers are not using banks to perpetrate financial crimes like fraud and money laundering. As such, banks have to comply with myriad regulations requiring them to know their customers, prevent money laundering, uphold customer privacy, monitor wire transfers, and comply with a stack of additional regulations.
Banking regulatory compliance has significant cost and even higher liability if not followed. As a result, banks are looking to smart, AI virtual assistants to monitor transactions, keep an eye on customer behaviors, and audit and log information to various compliance and regulatory systems.
Big-data-enhanced fraud prevention is already making a significant impact on credit card and loan underwriting processes, and the addition of machine learning algorithms and cognitive technologies is helping those systems stay ahead of the game, as the nature of fraud continues to evolve. By looking at customer behaviors and patterns instead of specific rules, AI-based systems help banks stay on top of their regulatory compliance while minimizing overall risk.
Using AI in customer support channels boosts operational efficiency.
To be Contd…