Chatbots and Interactive Assistants: Building an Engaging Digital Experience
Report Summary
Chatbots and Interactive Assistants: Building an Engaging Digital Experience
Chatbots and interactive assistants can play a role in resurrecting personal financial management.
Boston, October 26, 2017 – With consumers adopting digital as their everyday banking channel, banks and credit unions have been challenged to deliver a digital experience that mimics the human assistance that consumers get in branches and call centers—interactive conversations around how to manage their finances. Banks are experimenting with chatbots and interactive assistants now on a small scale, but can more sophisticated data and machine learning help banks to better understand and even predict what a customer may need?
Offering a look at how conversational platforms are being used in the financial services industry, this report contains analysis from 25 in-depth Aite Group interviews with senior executives at banks, vendors, and consulting firms from various parts of the world. Interviews for this study were conducted from March 2017 to October 2017. This report also includes data from the 2016 and 2017 Aite Group Security Engagement consumer surveys.
This 26-page Impact Note contains 10 figures and four tables. Clients of Aite Group’s Retail Banking & Payments service can download this report, the corresponding charts, and the Executive Impact Deck.
This report mentions 3Cinteractive, Abe AI, Active.Ai, American Express, Bank of America, Barclays, DBS Bank, Bond.AI, Brighterion, Capital One, Clinc, Dyme, Finn.ai, IPSoft, Kasisto, Kore.ai, IPSoft, Kasisto, Moven, Nanorep, NCR, Next IT, Nuance, Ondot Systems, Parlo, Payjo, Pegasystems, Personetics, Segmint, Tata Consultancy Services, Wells Fargo, and USAA.