Enough With The 'AI-First' Hype!


Convenience drives consumers' choices of channels and devices. I don't care how many market research stats you can find about consumers' use of branches, mobile devices, or voice-enabled technology, you will never sway my belief that consumers will use whatever channel or device is most convenient for them at the moment they want or need to interact. A Statista study found that only one in five bank customers have "warmed up" to conversing with chatbots, while another study from NewVoiceMedia revealed that just 13% of consumers prefer their customer service queries to be handled by a chatbot. Why in the world would you be "AI-first" when your customers are anything but? Technology isn't a panacea for ineffective business processes, practices, or policies.