Bankers Believe Artificial Intelligence Is Key to Creating a More-Human Customer Experience, According to Accenture Report


NEW YORK, LONDON & HONG KONG--(BUSINESS WIRE)--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). 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 more than 600 bankers. According to the report, more than three-quarters (78 percent) of bankers believe that AI will enable simpler user interfaces that will help banks create a more human-like customer experience. In addition, four out of five respondents (79 percent) believe that AI will revolutionize the way banks gather information and interact with customers, and three-quarters (76 percent) believe that within three years, banks will deploy AI as their primary method for interacting with customers. "Consumers' diverse needs and priorities are forcing financial services firms to redefine how they interact with them to determine the best products and services to meet individuals' needs," said Alan McIntyre, a senior managing director at Accenture and head of the company's Banking practice.

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