While AI has Provided Significant Benefits for Financial Services Organizations, Challenges have Limited its Full Potential
AI can boost the customer experience, but there is opportunity for financial services firms to take an even more customer-centric approach
Mumbai, November 9, 2020 â COVID-19 has catalyzed financial services organizations to harness Artificial Intelligence (AI) to improve customer experience (CX); however, challenges in integration and customer perceptions are undermining its potential. Financial services firmsâ implementation of AI at scale is the lowest across all industries, and where AI has been deployed, there are still some customer expectations that are not being met â with half of customers saying they receive no value from AI-enabled interactions.
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