Difficulty in locating information is the top problem for digital banking customers today. One in 10 consumers complain that “it’s hard to find services, products, and information I need.” While nearly every bank has a prominent search box on its public site to assist new customers, fewer than 1 in 3 offer digital banking customers the same convenience. Helping consumers discover new features, functions, and products is critical to deepening relationships with digital-first customers. 

The industry is investing millions of dollars in consumer-facing applications of artificial intelligence, and yet, pioneering banks are still struggling to encourage customers to adopt conversational tools and interfaces. Banks must deliver a consolidated interaction model to consumers that does not ask them to choose among different tools when they have a question or problem. The bank must direct their request to the appropriate resource, be it a search engine, bot, virtual assistant, or live rep.

Key questions discussed in this report:

• What impact does search have on digital banking satisfaction?
• How do search experiences differ between public and secure sites?
• Have chatbots and virtual assistants replaced the need for search?
• How does search enhance digital self-service options?
• What impact does personalization have on search?

Companies Mentioned: Bank of America, BBVA, Chase, U.S. Bank, USAA, Wells Fargo