Chatbots are evolving beyond simple customer support tools to becoming intelligent digital … [+]
OBSERVATIONS FROM THE FINTECH SNARK TANK
Among my 5 Predictions For Banking And Fintech In 2023, I wrote:
“2023 will be the ‘year of the chatbot’ in banking. After years of hearing pundits and futurists tell them how disruptive AI is going to be in banking, 2023 will finally be the year that bank executives do something about it.”
It wasn’t a well-received prediction, but I’m sticking to my guns (not literally, of course).
Three important reasons why 2023 will be the year of the chatbot—or conversational AI, more broadly—include: 1) The need to improve digital service; 2) The need to improve the employee experience; and 3) Banks will experiment with ChatBPT.
Digital Service Needs (Evolved) Chatbots
I know what you’re thinking: “Dude, what are you smoking? Haven’t you used chatbots? The experience is awful!”
Consumer research refutes that view. According to a study by Cornerstone…