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Humanising banking: How Conversational AI provides a human touchpoint in the finance sector

Ravi Saraogi
Ravi Saraogi3/25/2022 11:55 AM GMT+08  • 5 min read
Humanising banking: How Conversational AI provides a human touchpoint in the finance sector
A more digital world requires banks to have firm foundations in AI and automation so they can optimise every conversation.
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Digitalisation in the banking industry isn’t new, yet we have experienced immense “tech-celeration” in the last two years to last a lifetime and pandemic-induced changes in consumer behaviours that will never return to the way it was.

Most tech-savvy consumers do not regularly walk into a bank anymore, technology provides consumers with convenient and quick access to banking services.

In Asia Pacific, consumers have a myriad digital banking services and digitalisation is continuously embraced by many. According to a survey conducted by McKinsey, digital banking penetration in the region is close to 90% and approximately 80% of consumers expect to maintain or increase use of digital banking beyond the pandemic. Most consumers are also open to buying financial products via digital channels.

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