Are consumers ready for conversational digital banking experiences?

  • “Digital banking is evolving at an incredible pace and, while customers will continue to crave the versatility offered by evolving in-branch experiences (Chase’s new Manhattan emporium now offers a ‘digital advice bar’ and after-hours community Chase Chats), the technology is quickly closing off the need for customers to step foot through the door.
  • As conversational AI or chatbot technology continues to advance, customers will see a shift away from mobile banking to conversational user interfaces (CUI). If they prefer, all interactions could be carried out by simply chatting (typing or speaking) to a CUI.”

Are consumers ready for conversational digital banking experiences?

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