“Think about personal finance apps such as Cleo, which allows users to track spending and saving through interactions with a chatbot.
Digit, which automatically decides how much its users can afford to save based on their income and outgoings and moves an appropriate amount into their savings account every month.
Swedbank, one of Sweden’s largest retail banks, initially created its virtual assistant to help its agents find the right answers to customer queries. Soon, however, it put its VA to work on its website—where it now answers more than 80% of customer questions directly and supports personalised services like balance enquiries.
Another great example is BNP Paribas Personal Finance Spain, which launched its VA to meet a dual objective. ‘With our virtual assistant project, we seek to achieve the most important improvements for any customer service model: greater customer satisfaction and increased efficiency,’”
