Trends Report

Enterprise Adoption Of Voice Assistants In Financial Services And Insurance In Europe

March 2nd, 2020

Summary

Amazon Alexa is the most popular conversational interface amongst global digital business executives working in financial services firms, with just over a third currently offering or piloting a customer experience on that interface. 27% of top financial services and insurance firms in Europe have developed Alexa skills. Current European financial services and insurance voice offerings are mostly informational rather than transactional, with customers able to ask for account balances, stock prices, insurance product information, or locate their nearest ATMs or branch. Despite a basic current voice offering, user reviews of financial services’ and insurance’s Alexa skills are mostly positive, with users highlighting the speed and convenience that this interface provides.

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