“Lessons for the Next Generation of Chatbots
As chatbots evolve into a new generation of sophisticated, agentic AI applications, banking leaders should consider how consumers interact with and feel about them now. Addressing challenges—such as improving response accuracy, enhancing personalization, and ensuring greater reliability—will likely be important. Banks should also improve the precision and contextual relevance of responses and actions and, most importantly, design seamless collaboration between human agents and AI.”