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1、DIGITAL TRANSFORMATION PLAYBOOKConversational Banking2IntroductionWe are living in the age of conversation.Every major platform shift of the 21st century from social media to chat and messaging to conversational AI has been centered around bringing people closer to each other and to businesses throu

2、gh conversations.Conversations are the connective tissue between your customers and your bank.They build relationships,inspire loyalty,and ultimately,drive growth.And the content of those customer conversations,your conversation data across voice and digital channels,are a gold mine of information t

3、hat can be used to better understand your customers and propel your business forward.The rise of digital customer conversations comes at a time when consumer expectations are at an all-time high.Our research shows that 73%of consumers say they are more critical of how businesses interact with them c

4、ompared to a year ago.For banks,this can feel even higher with 94%of business leaders in the banking industry saying their customers are more critical of customer engagement than ever.This is why the worlds most innovative consumer banks are putting digital customer conversations at the core of thei

5、r customer experience.Getting customer conversations off the phone lines and into digital messaging channels is how you prepare your brand for the AI-powered future of customer service.From automated self-service for frequently asked questions,to AI-empowered tools on the agent side,AI enables you t

6、o personalize customer experiences while increasing efficiency on the agent and operational side.But lets make one thing clear:its not about the AI its about the conversation.3Why conversational banking?Conversations in particular,digital conversations are more than just a means for communicating.Th