Everyone’s doing it!
Between now and 2020, 50% of internet searches will be voice activated. It’s not surprising then that a growing number of banks are interested in the technology. Banks have progressed amazingly due artificial intelligence. Now the banking sector is increasingly turning to existing technologies. PAYPAL has partnered with SIRI and AMERICAN EXPRESS with AMAZON ECHO. Services offered range from checking account balances to making payments. Others have developed their own apps, such as ING in the Netherlands, which, in addition to consulting balances and making payments, help you find the nearest branch and transfer money to friends.
The aim: put the bank back into the heart of the customer journey.
Visits to physical branches have been in free fall in the past few years, and call centres represent a certain cost, which could be partly reduced through the use of these conversational agents. What’s more, in creating new tasks these agents no doubt have a role to play. Imagine that tomorrow a personal assistant analyses your spending, brings your attention to this or that post or helps you to budget your purchases or save more efficiently. A sort of on-call banker!
Hello Oleg!
That personal banker already exists. He’s called OLEG and he is from the Russian bank, TINKOFF BANK. It’s probably the most advanced assistant developed by a bank to date. OLEG can tell you your bank balance, print your bank account information, transfer money and even advise you where to invest or buy shares. Equipped with self-learning capacity, OLEG improves day after day and will ask and ask again for explanations or confirmation when in doubt, which is reassuring for users. The name OLEG wasn’t chosen out of the blue: it’s the name of the bank’s founder. A bit like having the founder addressing its millions of clients. Now that’s what you call a reinvented relationship.