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Thinking Outside the Bots
In this report, we chart the legacy perceptions, developments, and challenges of AI chatbots – and explore what the recent advancements mean for financial institutions.
From Conversational to Generative
30% YOY growth
In global business value from AI, resulting in a dramatic increase in Net Promoter Scores and sales conversion rates (Deloitte).
4% to 90%
Only 4% of companies were using chatbots effectively in 2008. By 2022, 90% use chatbots (Progress.com & Deloitte).
2023
There has been a dramatic leap forward in what’s possible thanks to Gen AI technology that can be used by chatbots.
95%
Customer satisfaction and 3x conversion rate achieved thanks to positive experiences with AI technology (Unblu).
Three main applications of AI in a financial services communications context
Increased comprehension
Decipher long-tail intents to produce more accurate bot responses.
Agent Assist
Gen AI extension enhances Live Chat channels by providing suggested responses to the agent that boost efficiency and maximize resolutions.
Training Support
Update common customer queries to configure the intent and improve performance. No technical skills needed.
Triage requests
Use AI to focus on highly qualified leads. Don’t miss an opportunity.
