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For eBusiness & Channel Strategy Professionals

Begin Designing Your Conversational Banking Strategy Now

Chatbots And The Technology Behind Them Remain Immature, But Digital Banking Leaders Should Start Testing And Learning Now

March 8, 2018

Authors

Why Read This Report

A year ago, we wrote that too many banks were racing to launch chatbots but failing to focus on the risk of clunky, broken customer experiences. Despite the technology evolving over the past year, we still caution against an aggressive chatbot rollout. But digital business leaders should take action now to prepare for future conversational banking. This report showcases the banking chatbots and virtual agents beginning to create value for customers, outlines attributes that drive successful chatbots, and explains how to best approach conversational banking.

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Table of Contents

  • Chatbots — And The Tech Behind Them — Continue To Evolve
  • You Need A Conversational Banking Strategy, Not Just A Chatbot
  • Recommendations

  • Design Bot Interactions For Specific Customer Needs And Purposes
  • Supplemental Material
  • Related Research Documents

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