Many banks understand the need to address interaction with financial services and information without the need of a keyboard. Skills are being built and are readily available, but they languish in actual production use cases and customer adoption. Most are integrating into mobile banking offering, but usage has lagged.
Goals and Objectives
Show the value of conversational banking, primarily for alerts, incoming bills, and unusual activity. Balance and transaction information may not be as relevant, as customers are reluctant to want such information shared in an open environment until security catches up with skills.
Sophisticated cognitive capabilities against comprehensive customer information systems for retail customers
Mobile and online delivery of intelligent content through natural language, including the proper security and compliance controls where necessary
Use Case Summary
Conversational banking involves skills that focus more on alerts, bill payment, and access to information such as the closest ATM and branch hours as opposed to balance and transaction information. Integrate the solution directly into the mobile banking application with unique branding that can provide actionable advice.