How Digital Banks Can Use Conversational AI to Disrupt Legacy Banks

Mobile-first, online-only banks have been taking both market share and mindshare away from legacy banks. The disruptive innovation of these new entrants has been underpinned by a focus on customer experience targeted at tech-savvy Millennial and Gen-Z customers. These banks have excelled at cost-effective customer experience in digital channels, but have faced challenges when it comes to voice.

In order to survive challenger banks will turn to voice automation AI to provide superhuman CX over the phone at a fraction of the cost-to-serve.

In this eBook you’ll learn:

• A rubric for selecting which customers calls should be automated to yield the greatest ROI
• How mobile-first banks can perpetuate their advantage in CX across the voice channel
• How not to make the same mistakes as those who’ve sunk millions of dollars into undeployable science projects