Chatbots can use AI to guide customers to the right human-based experience

The trend: As artificial intelligence (AI) is integrated into digital banking, chatbots could become the bridge connecting the technology with human interaction. Chatbots on the rise: Digital banking has shifted interactions from in-person at branches to online, leading banks to re-envision their communication with customers. One widely adopted medium is chatbots. As of early 2020, 13% of banks and credit unions had a chatbot, and another 16% were planning to introduce one in 2021, according to Cornerstone Advisors. Today chatbots perform simple tasks, like providing an account balance or instructions for mobile deposits.