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Whitepaper

Beyond Bots: Real Conversations for a Meaningful Customer Experience

For all the convenience and efficiency of digital banking, customers tell us something is still missing. Customers definitely want the convenience of digital and omnichannel banking, but they also want the personal touch that comes with speaking to someone at their bank.  Quite simply, people want to talk about their struggles, their goals, and their needs with their bank.

There are black holes in the self service universe

For all the convenience and efficiency of digital banking, customers tell us something is still missing. Customers definitely want the convenience of digital and omnichannel banking, but they also want the personal touch that comes with speaking to someone at their bank. Quite simply, people want to talk about their struggles, their goals, and their needs with their bank.

But Bots conversations aren’t the answer

For all the hype about chatbots handling customer service, they are, for the moment, an interactive voice-response system that generally performs FAQ functions. But they can’t solve more complex customer needs.

Context is Human and Critical for Conversation

A helpful conversation is built on content and context – for which you need humans. There simply is no substitute for the human relationship. Our premise is that conversational banking is most meaningful when it is a conversation between two people, augmented by technology to create the best customer experience.

A conversation can bridge the efficiency of the self-service experience with the expertise of the human experience. When it is properly calibrated for human interaction, Conversational Banking points the way forward for a more personal and helpful relationship between the bank and the customer. Find out how a conversational interface allows you to fit into your customer’s life and dramatically improve the customer experience.

 

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