While AI has provided significant benefits for financial services organisations, challenges have limited its full potential

Industry News | 14/11/20

While COVID-19 has catalysed financial services organizations to harness Artificial Intelligence (AI) to improve customer experience (CX), challenges in integration and customer perceptions are undermining its potential. Financial services firms’ implementation of AI at scale is the lowest across all industries, and where AI has been deployed, customer expectations are not being met – with half of customers saying they receive no value from AI-enabled interactions. This is according to a report published by the Capgemini Research Institute entitled, “Smart Money: How to drive AI at scale to transform the financial services customer experience”.

Source: Global Banking and Finance