Report: Artificial Intelligence and Digital Banking

Artificial Intelligence (AI) is being used across the financial services industry, becoming more popular in customer-facing digital channels. While the technology is improving, and offering a clear way to improve on customer service offerings while cutting costs, many of the early case studies – featuring chatbots and virtual assistants – don't appear to make the best use of machine learning, or really help banking customers in a meaningful way. So are we entering an age of reliance on artificial, as opposed to actual, intelligence? Or is this just a new – but perhaps more efficient – way to present the same information to customers? Will banks or FinTechs be the first to capture new customers based on a compelling combination of technology and data access?