Integrating AI into the Financial Services Customer Experience

AlphaGo beating Lee Sedol, Go World Champion, may make us humans feel uneasy when confronted with such intellect, but should we instead be embracing artificial intelligence (AI)? Optimists see AI to be the saviour of customer experience in the financial services industry. Siri and Cortana are now at the frontline of providing information services, before we would of had to manually type into a search engine or call up a customer service team to find the answer. This seems just the beginning of AI enhancing customer experience, and its influence in the financial services sector is growing. The financial services sector has been excited with news of BBVA working on their virtual banking assistant Lola, RBS investing into a robo-advisory recording system and Mitsubishi UFJ challenging Lola with their humanoid virtual assistant Nao. All have promised a more efficient and reliable experience for the customer.