Enhancing customer engagement in financial services with AI

Customer experience is one of the pillars upon which business success is founded. The quality of the journey a customer makes when engaging with a company determines their ongoing loyalty. For financial organisations, which handle people's income and monetary assets, the entire customer engagement process must be as stress-free as possible. The two main priorities for financial services contact centres is first-contact resolution and ensuring quick response times. Put it this way, if you call your bank and are passed off onto multiple agents – each one knowing as little as the last – before you get your response, how confident would you feel in the company's customer service?