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For years, banks have to be kept for digital expectations known to customer experience, technological and retailers identified by retailers. Now, with AI, which is dominant to the agenda of the AI, is to bolt another tool and turn it into a way to turn it. However, real progress does not come from more tools – a smart orchestra comes from using AI to more intelligent, more relevant customer travels.
I recently studied how several banking leaders, how they appealed throughout the EU operations, to detect fraud and serve and support lending. I see an example of what I saw: The most successful organizations are not followed in hype. Directed in the orchestra.
How is it really solved in the bank
About banking trust for most consumers, simplicity and confidence. By applying for a mortgage, you want a lost card or simply re-installing a password, an impregnable support, frictional support and individual help.
Very often these travels are broken. Customers jumps between bots, forms and phone calls. Agents try to bring the context together. The experience is nervous for both sides and each of the missed moments exceeds the trust.
AI has the potential to fix it. However only if used properly.
The actual opportunity is not automation for automation memory – this is a smart orchestra. This ensures that the AI helps to start the customer until the end and helps a person who helps a person, especially the agent, especially the context of the agent.
Orchestra without automation
In a conversation, the financial services group showed how to reconsider the journey of mortgage prequalization. What did not only stop the AI, the experience was the experience of being up to date and responsible for each interaction of the experience. The main details of AI agents, redirected surveys passed the exact context to accurate and human advisers. Customers supported. Advisers were prepared. The whole process moved faster.
The change became clear: more technology, not better design. AI is not like an independent correction, is used as a connecting tissue on customer travel.
Not to replace people – it is related to the compilation of better systems
There are many fears that AI means less work. In fact, the best applications make people better in their work. Human agents become “Super Agents”, real-time reviews, the proposed answers and complete visibility are visible.
And it’s not just about contact centers. The product, compliance and CX teams are often often processed without writing a code line to compile and process AI-LED experiences. This is a meaningful change in how to work from organizations.
Why Experiences with Experiences More than ever
Consumers are now waiting for the connection, not just availability. In the latest bank demos, AI agents were able to detect more effective user intention than traditional natural language concept systems, while negotiations on certain results, when necessary, continuity
In an example, a customer investigating the choices of re-working, asked for a mixture of basic and advanced questions. The AI did not answer not only, but also seized the main selection details and made a hot hand work in a human loan officer. The consultant did not need to repeat the questions – a travel context with the client. An orchestra in this action.
Up to a system of activity from the record system
Traditional systems were built to store data, did not act on it. However, modern platforms should be moving systems, and must be able to translate signals and respond in real time. This means that the AI entry from interactions and focus on active engague concepts, to wait for the expected needs and to the next best action.
Whether you have a lost card or mortgage request, the most successful brands review the architecture behind the experience – not only the AI above.
This is the window of opportunity
The retail began to re-think about how the value of the AI. Behind the banking, but the higher share, more adjustment and greater complexity. This makes the clarity even more important.
This moment goes off the race to launch the next Chatbot. The customer is connected to how each part of the journey is connected and the confidence, empathy and results of consumer banks.
AI is already a “pleasant” connective infrastructure of “pleasant” in CX Stack. But only if applied intentionally, it is not jet. The gap between branding ambitions and customer expectations decreases. Now for moving banks, carefully in the orchestra, this space becomes a window of competitive advantage.
These laws will not only modernize. They will guide, because customers will follow brands that make work easy, safe and easier.
John Sabino is the General Director of LivePerson.