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“ When you then apply learning you can improve the services and products on offer significantly . It also improves customer intimacy , results in greater proactive engagement and creates deeper customer journeys that go beyond traditional banking ”
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— Prema Varadhan , Chief Architect and Head of AI , Temenos
interaction with customers , Varadhan points to the increased use of intelligent chatbots and ‘ conversational banking ’. Temenos considers conversational banking as a bi-directional interface between a bank and a customer that can be delivered in several ways , including chatbots , robots or avatars , voice assistants , or SMS text and rich communication services .
“ This does two things for banks ,” she highlights . “ Naturally , it helps them to cut costs and be more efficient but , more importantly , it helps them to understand the kinds of questions and customer actions they have . When you then apply learning to those questions and interactions you can improve the services and products on offer significantly . It also improves customer intimacy , results in greater proactive engagement and creates deeper customer journeys that go beyond traditional banking .”
One challenge that Temenos and others in the sector are addressing around chatbots is related to the intent of the customer engaging with
JANUARY 2020