Table 2: Chatbots: Delivering a Personalized Digital Experience
"With consumer adopting digital as their everyday banking channel, banks and credit unions will be challenged to deliver digital experience that mimic the human assistance that consumers get in other channels—branch and call center. Through artificial intelligence, banks and credit unions can breathe life into consumer interactions.
Artificial intelligence provides an opportunity to build an experience that mimics human assistance and can take what is a self-directed experience in the digital channels today to one that is guided through an interactive assistance. A digital interactive assistant, can open up a new touchpoint where a conversation can be started with a consumer, anytime and anywhere. And, through this interactive conversation, a bank or credit union can engage a consumer in guided conversation to assist them in any stage of the consumer life cycle from learning about products to using their account.
While banks are starting to experiment with chatbots and interactive assistants now on a