Solutions based on artificial intelligence have been used in banks operating in Poland for years. From the client's point of view, the most visible emanation of these solutions are chatbots and voicebots used in applications or on the hotline. However, this is not enough. Experts advise: it's time to move forward. It is worth implementing advanced lifestyle banking solutions.
Kearney's advisory company has published a report on artificial intelligence – “Interview with the machine? Are bank customers ready for the AI revolution?”. The study shows that Polish banks belong to European pioneers in the implementation of AI solutions. They have already achieved, among others High advanced in remote activation of accounts (selfie, OCR, e-edges, etc.), and the use of various chatbots and voicebots. However, customers are still skeptical about artificial intelligence.
Customers about AI: can mislead, we have more confidence in people
As it turns out, only 25 percent. people declare that she is really open to the use of AI solutions to buy new products or banking services. There are as much as 24-29 percent at the second pole. banks clients. Customers complain primarily about no satisfying answers (57 percent) and misleading by vending machines (55 percent). In the following places there are a lack of contact with man (44 percent), mismatching the offer to the needs (28 percent), inefficient fund management (24 %) and extending the interaction time (12 percent).
The report shows that the products that customers would be willing to buy only with the support of AI include the simplest ones – accounts, deposits or cards. To take a mortgage loan suggested by AI, only 8 percent would decide., and only 14 percent would listen to the machine in investment issues.
Analysts point out that Bank customers still have more confidence in sales employees than technological solutions. 33 percent respondents declare that a bank employee is very effective in matching the offer to their needs, and another 32 percent that it is effective. At the same time, these values are significantly lower for the perception of AI solutions preparing the offer (11 % and 26 %, respectively).
The solution may be a proactive lifestyle banking
According to Kearney analysts, it's time to take another step forward. Among the proposed solutions, the authors mention, among others Lifestyle banking.
– The so -called lifestyle banking, in which the financial services in the application become the Customer Management Center, can be improved thanks to modern technologies, increasing the personalization of the offer – says Karolina Leśkiewicz, director at the Kearney office in Warsaw and co -author of the report. – AI tools shape modern banking trends and help build a competitive advantage of entities that use them – he adds.
The authors point out that banks offer in mobile applications many options that facilitate the settlement of everyday matters (e.g. purchase of parking tickets, cinema tickets, etc.), but In the vast majority, however, these solutions act in a reactive way. So they are initiated by the client, not by artificial intelligence. Meanwhile, it is possible to personalize the offer and recommend services based on user behavior as well as support in payment management.
They have already done it and drink cream
The Spanish Caixabank and its mobile Imagin platform give an example. It integrates traditional Financial services with lifestyle offer: from music and games to access to Concierge events and services. By using AI, the application dynamically adapts content and recommendations to the user's behavior, and also serves as a personalized channel of daily interaction. As a result, the customer gets recommendations of services and products based on previous purchases, can book travel or buy tickets directly from the banking application.
Experts also give examples of other AI applications in foreign banks. Among the distinguished institutions was the British Natwest and his virtual assistant Cora+. “Robot” can conduct natural, multi -threaded conversations and proactively propose new solutions (not only answer questions). As it turns out, it is so effective that the bank has noted an increase in customer satisfaction by 150 percent. And he strongly reduced matters requiring the intervention of an advisor.
Another example is a virtual advisor at the Canadian RCB bank. Nomi, because it is called, is able to analyze the history of customer expenses and, for example, propose savings. Here, too, the system works fully proactively – The customer does not have to start or configure anything, and all conversations with AI assistant can conduct in a voice form. As at 2023, customers saved a total of over 3.3 billion USD from the moment the solution (2018) was implemented thanks to the Nomi Find & Save mechanism, which automatically analyzes customer expenditure patterns and regularly postpone small amounts into the savings account.
Banks do not use the full AI potential
According to Kearney analysts, Polish banks should go to a higher level of AI use. Implement algorithms that would analyze the customer's behavior in real time, proactively propose to use the possibilities that are already available and then improve their suggestions based on the history of interaction with clients. Only in this way will it be possible to fully use the AI potential – we read in the summary of the report.
