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The State Of Chatbots In Financial Services

Most Consumers Are Neither Interested Nor Comfortable Using Chatbots For Financial Activities

August 5, 2020

Why Read This Report

The hype surrounding chatbots remains high and COVID-19 has put pressure on customer service teams, but digital teams in financial services firms should remain wary of any push to roll out chatbots faster than their customers want or than their systems can support. Artificial intelligence is evolving fast, but today's virtual assistants are not yet equipped to handle any and all financial tasks. This report provides an overview of customer adoption and perception of chatbots in financial services, the state of enterprise offerings, and a glimpse into the future.

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Table of Contents

  • Chatbots In Financial Services Face A Long Journey Ahead
  • Recommendations

  • Invest In A Task-Oriented Chatbot But With Plans To Scale It
  • What It Means

  • Financial Services Chatbots Will Evolve Into Virtual Assistants
  • Supplemental Material
  • Related Research Documents

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