Featured Article

If you asked most consumers today - especially millennials and younger - you’d likely find out their favorite method of contact with a company is through online chat. There are a number of different reasons why online chatting is preferred, such as convenience, time efficiency, and the ability to multi-task. But it’s not just those who have grown up with mobile devices in their hands now demanding support for this type of communication.

Ever since the pandemic, there has been a major shift in how everyone, even older generations, communicate with each other, and many now prefer to communicate virtually with the companies they do business with.

This shift to digital channels is changing the face of customer engagement as a whole. Business leaders used to manage offices lined with cubicles of agents in headsets tethered to their desks, but have been replaced with a dispersed workforce of agents working from outside locations.

In the banking sector, there is an even faster shift happening today, with many institutions looking for new technologies they can implement to meet customer needs and drive down overall costs. These technologies - chief among them being AI - include chatbots to  help with everything from basic routine questions, technical assistance, and even automated financial transactions.

With the right tools in place, banks can operate beyond their traditional hours, cut costs when compared to staffing live agents for every single query and even increase security for those transactions.

As new solutions are designed and digital strategies are implemented for banks, it’s up to system integrators and leaders to choose the right options to meet their customers' specific needs. Designing systems that mirror human interactions, which are also simple and easy to integrate, is key to giving business customers exactly what they need.