Conversational AI In Banking — How Indian Fis Are Talking To Customers

In today’s marketplace, the focus is on offering the best customer experience. Conversational AI platforms are an excellent differentiator for this.

- Ram Menon

Lakshmi, Disha and IRIS. No, we are not talking about baby names; we are talking about chatbots. Indian banks and other financial institutions have not just taken baby steps to automate customer support processes but have already begun to see the benefits of conversational AI-driven solutions.

According to an Accenture survey of 800 banking executives across 25 countries, “79 percent of bankers believe that within the next two years, AI will work next to humans in their organizations as a co-worker, collaborator, and trusted advisor.” And chatbots are one such visible form of AI being launched in Indian banks.