Currently, financial institutions (FIs) that have begun to utilize chatbots are choosing to do so behind the scenes or on social media platforms. Monitoring these sites 24 x 7 is unrealistic and costly and cannot provide the level of response required by most who utilize chat services.
Goals and Objectives
Allow the institution to enter the cognitive world with agent-assisted customer service. Chatbots will provide content directly to the bank employee for communication to the customer, allowing banks to build up the knowledge base while testing technology.
Intelligent support through text to the employee directly, including the proper security and compliance controls where necessary.
Feedback architectures that update the branch and contact center with chatbot interaction information and immediate “hand off” if human interaction is necessary
Use Case Summary
A more basic chatbot service provides feedback to the agent, and not to the customer directly. Over time, the bot will learn appropriate responses as the technology matures and as institutions are more comfortable with letting more interaction happen directly with their customer from the chatbot.