Trends Report

Successful Financial Services Chatbots Spring From Clear Customer Use Cases

March 26th, 2020

Summary

Successful financial services chatbots will result from setting objectives and strategies that clearly define the purpose of automated conversations. Chatbots should support customers on specific steps of their journey instead of trying to cover the whole customer service spectrum. Forrester’s POST framework helps you plan chatbots that are built to solve a specific customer need. Most chatbots are not ready yet to handle complex financial tasks, but digital teams at financial services firm should use them to triage customer requests and plan on how to measure how well they are doing.

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