Best Practice Report

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 8th, 2018
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
With contributors:
Ian Jacobs , Edoardo Zavarella , Benjamin Ensor , Julie Ask , Sam Bartlett

Summary

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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