Bankers feel AI is key to enhancing customer experience: Accenture

In the next stage of artificial intelligence adoption, banks will use AI to help understand the intentions and emotions of customers and enable better interactions, according to a new report from Accenture (NYSE: ACN). A new report from Accenture has revealed that banks are set to adopt artificial intelligence (AI) to better understand customers' intentions and emotions, with the aim of enabling better interactions. The report, Accenture Banking Technology Vision 2017, draws on the analysis of an advisory board of more than two dozen individuals, interviews with technology luminaries and industry experts, and results of a survey of 579 bank executives in 31 countries across North America, Europe, Asia Pacific, Africa and South America. The goal of the survey was to identify the key issues and priorities for technology adoption and investment. According to the report, more than three-quarters (78%) of bankers believe that AI will enable simpler user interfaces that will help banks create a more human-like customer experience.