The use of artificial intelligence in banking has seen a surge in the previous decade owing to the many capabilities it brings to the table. The use of AI is rampant in various industries; however, here, we discuss how the banking sector has helped AI carve a niche.
One of the first roles that any institution deploys AI software for is a conversational form or a chatbot, and banks are a part of this trend as well. AI chatbots in banking play a big role in ensuring everything from employee assistance to client servicing.
But before you settle for a chatbot service, here are five essentials you need to know:
1. AI requires teaching
Artificial intelligence software needs to be programmed with parameters in order for it to make sense of the information being fed into the system. An AI solution is unable to perform without instructions and needs clear definitions within the platform to be able to carry out tasks that it is built for. Once programmed, the system has the potential to become self-sufficient only limited by the framework.
2. What can you automate?
Client interactions involve a range of queries in various classes of complexity. A large share of requests received by banks involves rudimentary solutions. AI in financial services can resolve such queries without the need for human intervention. When banks automate routine requests, they reduce queues on call and eliminate the need to deploy an agent to cater to every client personally.
3. AI can improve employee productivity
Banking and AI work exceptionally well when it comes to employee productivity. Through the use of AI chatbots, employees are able to receive accurate and relevant information at the right time as the AI software analyses data in real-time. When employees are performing their duties, including sessions with clients, this information can be leveraged to give the employee a better understanding of the client and the situation.
4. AI facilitates self-service
For clients that prefer self-service, the use of a chatbot in the banking sector is an added advantage. Not only does the chatbot reduce dependence on human resource, but also prevents client holdbacks and drop-offs. It is important to note that a large pool of resources is spent on retaining clients, and for a fraction of the cost, an automated assistant can do it without the limitations of scale or time.
5. Not all chatbots are equal
Businesses must understand their need before they settle for a vendor. It is imperative to recognize the domain of the vendor and then move to finalize the service, as opposed to settling for the first choice that presents itself. Banks need to assess their scale, target group, expectations, and resources, and only after thorough research must they take a decision on their vendor of choice.
Final thoughts
The use of AI in banks and financial institutions has virtually unlimited applications with an ever-growing demand for more. Processes that can be automated will be automated as and when the technology arrives. For humans to compete with machines is impractical when the industry has proven solutions that work exceptionally well in conjunction with the existing workforce, not only reducing workload but also supplementing their efforts.
Since AI is a highly adaptable solution, businesses of different scales and industries can leverage its benefits effortlessly. The use of AI enables banking institutions to adopt new technologies without compromising on traditionally established practices while effectively improving performance and generating higher revenues.
