A recent article in The Financial Brand discusses how conversational engagement is a requirement for success in digital banking. Given that Micronotes is in the business of providing our banking clients with an artificially intelligent marketing automation solution for digital banking, I was curious to read more. But I was surprised to see that the capabilities we provide to our clients today are still seen as “futuristic” by the author.
You may have noticed that many of the chatbots offered by banks feature female “personalities” and names, much like the digital assistants sold by Apple (Siri) and Amazon (Alexa.) In a time of radical evolution in the development and deployment of technologies such as artificial intelligence machine learning, these stereotypical female “helpers” seem especially tone deaf.
Are you familiar with Net Promoter® Score?
NPS® measures the loyalty that exists between an organization and an individual by asking one question: “How likely is it that you would recommend our company/product/service to a friend or colleague?” Financial institutions can benefit greatly by conducting NPS surveys of their digital banking users.
When you work for an artificial intelligence software company that uses machine learning to help financial institutions to engage more effectively with online banking users, you tend to notice things related to your work. One day, while coming around the corner of the building I work in, I happened to see a sign in the window of People’s United Bank advertising attractive CD interest rates. It got me thinking.
USALLIANCE has used Micronotes' AI-driven marketing automation platform to conduct more than 200,000 conversations with its digital user community. As a result, USALLIANCE has been able to thrive during a time where branch visits to banks and credit unions have dwindled and online and mobile banking has exploded.
Recently, I received an inheritance and deposited it into the local bank I’ve done business with for a long time. And because my job is to sell Micronotes’ AI-driven marketing engagement solution to banks, I conducted a little experiment. I wanted to see how long it would take my bank to recognize this deposit, and engage me in a discussion about what I could do to maximize the funds. And I wanted to see what form the engagement would take.