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Striking a delicate balance: Technology should augment, not replace, human interaction in banking

Striking a delicate balance: Technology should augment, not replace, human interaction in banking

September 6, 2018

Via: CIO

Think about the most common reason you find yourself reaching out to customer service in banking: it’s rarely good news. Much of the time it’s to resolve a problem, and you’re likely not having a good customer experience. As much hype as there is on how traditional banks are “behind the times” in implementing technology to improve customer experience, I don’t think full-on artificial intelligence-powered chatbots are necessarily the answer. At least not right now.

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