Chatbots as a lever to redefine customer experience in banking
Yvon Moysan, Jade Zeitoun · Journal of digital banking. · 2019
In view of the advantages of chatbots and the bright prospects of development combined with the growth of mobile utilisation, companies tend to use chatbots increasingly as tools and channels of customer relationship management. Regardless of whether they are needed to help in a purchase or manage a booking or answer a question, they are used day and night to deliver a personalised experience. Currently, banks are using chatbots mostly for non-banking services, but some of them are already exploring banking information and financial coaching.