While integrating chatbots into customer service has compelling benefits — banks could save $1 trillion by 2030, according to Autonomous Research; plus, they enable asynchronous communication and are available 24/7 — research from Zendesk found consumers still prefer speaking to humans.
The good news is that most are open to being persuaded of chatbots' benefits. So much so that, according to Zendesk, 70% believe they can make customer support more personalized and effective, especially if they use AI.
So what are bank chatbots currently able and unable to do? And what enhancements would bring them more in line with consumers' expectations?
Here's what the data from FinTech Insights, our digital banking research platform, told us.