One in four top banks today offers customers a chatbot or a virtual assistant through digital channels. Nearly half of digital banking consumers, however, find the experience frustrating and end up calling the bank for help anyway. Intelligent solutions, including new technologies like ChatGPT, promise to better engage consumers by anticipating needs and facilitating a broader variety of digital banking interactions.
Join Javelin Strategy & Research’s Digital Banking Director, Emmett Higdon, as he shares consumer insights into what delights and frustrates them about today’s automated interactions. We’ll be joined by Lindsay Land, COO of Consumers Credit Union, who will share examples of how her members have benefitted from a new generation of AI solutions. Nuance’s Selena Castellanos will chime in around the firm’s recent integration of ChatGPT and the benefits it brings the customer experience.
Together, we will explore:
- How intelligent virtual assistants personalize answers and deepen engagement
- Where generative AI can both delight customers and drive greater servicing efficiency
- Why consumers are turning to automated solutions for more digital banking needs
Emmett Higdon, Director, Digital Banking, Javelin Strategy & Research
Selena Castellanos, Nuance
Lindsay Land, COO, Consumers Credit Union