Human 'I': The key to conversational AI in banking

Think chatbots, intelligent virtual assistants, and digital employees. These and other related technologies enable computers to engage in dialogue with people in natural ways using conversational artificial intelligence (CAI). For banks, CAI makes it possible to respond to customers' questions more quickly, cost-effectively, and consistently than they could with a traditional workforce. Many banks have embarked on the CAI journey by launching chatbots. For example, HSBC and Bank of America have introduced digital financial assistants Amy and Erica, respectively.