Digital CX today has a direct input on profitability against an enterprises ability to deliver services in new ways and navigate a complex landscape of technologies, marketing approaches and operational service capability. With so much information easily available to us, the need for human support has moved to resolving complex issues that currently an AI bot cannot resolve.
A platform approach in the enterprise to digital CX enables you to create simple, immediate and individual experiences. With our digital customer engagement hub, you can digitize journeys, introduce two-way digital communications and drive fulfillment through a single enterprise platform that unifies organisational silos. All your digital communications in one place, perfectly integrated into your customer processes.
Customers are even starting to prefer AI-powered bots for financial advice and decision making. The days of entering options on an interactive voice response system are numbered, as they search for a less binary, more interactive service.
The time is now ripe for financial institutions to enhance the capabilities of ChatBots to create a completely unique experience for their customers by combining knowledge across all relevant segments and providing better insights. This will give rise to a new level of conversational banking where results are delivered instantly through real-time conversations, thus facilitating better decision making.