Customer experience management
Banking on chatter
The way people bank is changing, putting pressure on banks to change too – with artifi cial intelligence (AI) one area that is clearly making a signifi cant impact. Andrew Tunnicliffe talks with Royal Bank of Scotland International’s Glenn Exton to fi nd out how his bank is using AI, and takes a wider look at how others in this space have incorporated it into their call centres.
rtificial intelligence (AI) is playing an increasingly significant role in the way people bank and what customer service representatives (CSRs) do. From the outset, some banks can now identify a caller even before they speak with the CSR, combining such simple phrases as “my voice is my password” with interactive voice response (IVR) systems and AI. The use of IVRs is not new. Yet early iterations often led to frustrated customers and ultimately unsatisfactory experiences – mainly thanks to their technological limitations. The newest AI-based
A
IVRs, however, are an attempt to fix things. In essence, that involves identifying customers and determining their needs early, providing insight into the purpose of their call to the CSR. This is supporting the CSR at a time when the vital role they play has never been clearer. The past few years through the pandemic have resulted in a fundamental shift in how people engage with banks, and the expectations they have, as lockdowns and social distancing have altered the way banks operate. According to Glenn Exton, head of data analytics, customer insight and cloud at RBS International
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www.nsbanking.com
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