Trends Report

Successful Financial Services Chatbots Spring From Clear Customer Use Cases

March 26th, 2020


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.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.