3 Ways to Level Up Fintech Customer Service with a Chatbot

Financial institutions also use ML to predict and plan for potential liquidity shortfalls. Moreover, this technology can detect operational risks related to internal processes, technology failures, or human errors, allowing banks to protect their systems and clients. Most banks use AI to assess borrowers’ ability to repay when applying for loans, mortgages, and credit cards.

So, you can rest assured that a custom chatbot app development project for your business will pay off well. Now, all you need to do is get started on looking for a skilled development services provider. Accuracy and consistency are key when supporting customers through troubles with their finances. Whether it’s helping someone to fill out a fraud claim, or guiding them through the process of updating their account details — you’ll want to provide them with the most accurate and up-to-date support. And once again, generative AI comes through to drastically enhance the powers of automation when it comes to providing accurate support with suggested answers. That’s because it can instantly craft example replies for your agents based on sentiment analysis.

What’s the future of AI in the Customer Service Industry?

One example where smart triage and date collection drastically enhanced the customer experience was at the sustainable company Tomorrow. With the help of Ultimate’s chat automation solution, they managed to cut their AHT in half . Now — with a chatbot taking care of routine requests — they’ve hit a 30% automation rate across all chat conversations. This allows Tomorrow’s support team to dedicate more time to complex cases that require an agent’s talents. For issues that do need to be escalated to an agent, partial automation is still incredibly useful for fintech companies. By collecting information upfront, automation helps support teams to reduce Average Handle Time (AHT) and deliver better customer experiences.

Since you have better things to do than spend tens of hours browsing the web looking for bots, we’re bringing our findings to you. Kasisto breaks down KAI’s capabilities into six different focus areas, with a separate API to support each. Those six distinct focus areas are Intents, Natural Language, Enterprise User Data, Live Chat Systems, System Usage Data, and Enterprise Management. The chart graphic that shows this structure on the KAI homepage could be a useful example for others looking to architect similar technology and approaches. The core of Kasisto’s platform borrows advanced technology developed by SRI International, the creator of Siri before its acquisition by Apple. Using this technology, KAI can reportedly process over 1,000 potential customer intentions in order to steer a conversation in the right direction.

Why are fintech chatbots important?

Not only that, with Konverse AI WhatsApp Business API, your customers can get timely reminders on EMI payment, statement updates, etc. All their transaction-related queries can be solved right away with Konverse. Customer service is always at the top of the list when discussing use cases for chatbots in the finance industry. Customer help is available at any time with conversational banking, not just when a client has a problem. A chatbot must equal or surpass the level of service offered by a human support team for every given use case. When using a chatbot, fintech companies must carefully consider the customer journey.

What’s more, chatbots for banks and financial services offer engagement and build strong relationships with customers. In fact, over 43% of customers in the USA use chatbots when dealing with their banking problems instead of going to a branch. Financial organizations offer a wide range of products and services to customers. With all the customer data collected in one place, Fintech Chatbots can proactively recommend personalized offers and services tailored to each customer. Products and services suggested by Fintech chatbots based on a customer’s interest and historical purchase trend, increase the up-selling opportunity for business development teams.

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