119 FINANCIAL SERVICES processing – the industry doesn’t want to lose the human touch. Because, while 77 per cent of consumers say AI is helpful for solving simple banking problems, according to Zendesk’s Customer Experience Trends Report 2023, 63 per cent still want personal, one-on-one conversations with representatives. This indicates that the human touch in banking remains critical, but firms can always use AI to make employees faster, smarter and better at their jobs. 4. Use an AI platform Like all next-level technology, adopting AI will take considerable time and resources but a platform model streamlines the process. For example, repetitive manual tasks can be automated with an AI script. When a platform is in place, with all the available capabilities and microservices, companies can adopt AI a lot faster. So, before getting started, organisations should consider working with a strategic partner to implement a platform model. That will make it easier to automate routine tasks, reduce costs and time, and offer superior customer experience. Thomas Fuss is chief technology officer at Backbase Bank professionals can use AI to access account information to better serve their customers
RkJQdWJsaXNoZXIy NzQ1NTk=