There are almost as many different ways for a financial institution to use artificial intelligence machine learning to connect with their digital users as there are banks and credit unions. With the popularity of online and mobile banking, it’s hard for bankers to engage with people they seldom see. That’s where AI and ML come in. Let’s take a look at how a couple of recent adopters of the Micronotes solution are driving sales by engaging with their digital banking users.
More than 400 retail banking executives worldwide were asked to estimate the impact a variety of technologies, new competitors, and other factors are likely to have on banking over the next several years. Not surprisingly, respondents expect fast-growing technologies—including artificial intelligence machine learning—to cast a long shadow over the industry.
This week I attended a webinar that used Netflix as an example of how banks can do a better job of engaging with digital customers. Imagine my surprise when the presenter was highly critical of banks that use their website to “upset and cross-sell.” How dare they try to grow revenue by selling to their customers!
Did you see the news from Bank of America that its digital assistant, Erica, handled 50 million customer requests in its first year? Erica is good at responding to customer requests, but there’s no mention of it being able to initiate conversations or make personalized offers to people. Wouldn’t that ability be much more valuable?
Financial institutions have a lot of information about our financial lives. But are they putting the effort into using it to facilitate the delivery of personalized service to customers—especially digital banking users? Unfortunately not. This post discusses a good article on the subject by The Financial Brand.
Devon Kinkead, founder and CEO of Micronotes, spoke at the 2019 Fiserv Forum client conference. His presentation, “Empowering the Digital Marketer,” was part of the Forum’s session on artificial intelligence and analytics. Read the transcript of his talk to discover how AI can change the way bankers market to their digital customers.
Traditional banks are keeping their customers, but losing business. According to industry analyst Ron Shevelin, “Checking accounts have become ‘paycheck motels’—temporary places for people's money to stay before it moves on to bigger and better places. The cause of this is deposit displacement: the displacement, or diversion, of funds from traditional accounts (i.e., checking) to alternative accounts.”
We all know what conversations are. So when we hear the phrase “conversational banking,” does it only involve bankers speaking with their customers? No, it’s so much more than that, even if it is taking time for people to realize all the ways conversational banking can help bankers and their customers.
The concept of artificial intelligence is still pretty abstract for most people. Just about everyone has heard the term, but unless you work in the industry or regularly use an AI-based application, you probably aren’t clear on precisely what it means. The same goes for machine learning. In fact, many people think AI and ML are two different technologies. That’s not the case at all.