The road to conversational banking

Customer interaction and channels preferences have experienced significant changes over time and are constantly evolving and expanding across all industries, including banking. To consolidate customer satisfaction and cultivate customer advocacy, banks must endeavour to continue to meet these changing needs through use of innovative and progressive technology. Self-service banking interactions with technology were first introduced to customer's through implementation of ATMs, marking the advent of self-service banking. For staff, their introduction to the digital age began with some employees using text terminals that provided the first user experience with computing, though these character interfaces lacked intuitive design and required training. Channel options for customers experienced further expansion with availability of phone banking in the 1980s, while staff started using graphical windows screens.