Summary
The hype surrounding chatbots remains high and COVID-19 has put pressure on customer service teams, but digital teams in financial services firms should remain wary of any push to roll out chatbots faster than their customers want or than their systems can support. Artificial intelligence is evolving fast, but today's virtual assistants are not yet equipped to handle any and all financial tasks. This report provides an overview of customer adoption and perception of chatbots in financial services, the state of enterprise offerings, and a glimpse into the future.
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