More and more banks are accordingly installing platforms using artificial intelligence and neuro-linguistic programming on their websites, to help users find information more easily and quickly online, 24 hours a day, 7 days a week. Website users can ask their questions in complete sentences and receive an “intelligent” answer to their question, as the software uses previous user experiences to constantly improve itself. Customer satisfaction increases, the bank becomes more responsive as it can track in real time what customers are looking for, and whether answers to their questions already exist, and performance of their call centres improves because they take fewer calls, from customers who have not found answers to their questions on the website.
Others are already taking matters further by using artificial intelligence to replace customer service staff for basic requests. Genuine virtual assistants, the software sorts, analyses, replies to e-mails and informs customers about the bank's offers.
And this is just the beginning: with their automatic learning capability, AI technologies will in future attain a level of maturity that will enable them to provide customers with a more personalised, worthwhile and fuller banking experience, not only in writing but also through speech recognition.