Trends Report

Financial Services Firms Are Struggling To Boost Usage Of Chatbots For Customer Service

January 29th, 2020

Summary

Only a handful of US online adults use chatbots to engage with their financial services providers. US millennials are more likely than other age groups to use chatbots to connect with their banks and credit card providers, but adoption remains in single digits. Just over a third of US online adults believe that chatbots can handle mundane financial tasks; still, most are not interested or comfortable using them for customer service in financial services.

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