Banks and Credit Unions Bullish on Chatbots for Customer Service


A survey by Personetics shows that the financial services industry is getting a closer to supporting conversational commerce, supporting projects that use chatbots to improve the overall customer experience. Research reveals that most banking providers will be using automated chatbots to handle a significant volume of customer conversations in the near future. Some are doing it already. Powered by chatbots, conversational commerce (Voice-First Banking) allows organizations to interact with customers over digital and messaging platforms, providing answers to questions, advice and offers in real-time. A survey conducted by Personetics shows that over three quarters of financial institution respondents view chatbots as a viable commercial solution now or within the next 1-2 years, and almost half of the companies already have active chatbot projects in place.

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