Frost & Sullivan

Reimagining Financial Services Contact Centers: A New World of Engagement through Conversational AI

Accelerated by the pandemic, customer expectations continue to rise for a seamless omnichannel experiences pushing banking and financial services organizations to prioritize integrated CX strategies and investments. The utilization of self-service and automation solutions has steadily increased, including the use of AI, robotic process automation (RPA), and virtual agents. An end-to-end conversational service automation (CSA) platform helps contact centers transform to meet the new needs of customers while reducing costs and maintaining high quality despite rising interactions volumes. However, organizations must focus on humanizing the digital experience to forge lasting relationships with their customers.


Download this complimentary article to discover:

  • The impact of COVID-19 on doing business and on customer engagement
  • How to manage an immediate shift of the CX delivery model without compromising quality
  • The effect of artificial intelligence (AI) and automation on employee and customer experience
  • How to find the optimal balance between digital and human interactions

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