Summary
Many companies are betting on bots, chat-based software built to simulate human conversation and help consumers complete tasks. But while bots and the technologies that enable them are evolving rapidly, the customer experiences they offer today are often either poor or uneven. Digital leaders at most banks should hold off on launching customer service or chat bots on messaging platforms. Instead, digital teams should work with their technology partners to focus on foundational digital initiatives that will enable better bots and artificial-intelligence-based services in two to three years.
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