Exploring the Role of Chatbots in Banking

Chatbots in banking have quite a few uses. While the first thing that probably comes to your mind is automated customer support, they might also be used as the basis for Virtual Assistants – gen-AI-powered systems that help your customer service agents. In this article, we will discuss their role in more detail, so read on to find out more.

What Are Chatbots in Banking?

Chatbots are computer programs using natural language processing (NLP) to provide human-like interactions. They are based on large language models (LLMs), typically trained through machine learning (ML) using the vast amounts of data stored by banks.

Such chatbots not only learn how to adjust the tone and style of messages but also draw from the bank’s regulations and documents to provide the most accurate responses. They are available 24/7, making them a great option for customers who wish to have access to customer support at all times.

Two Types of Chatbots in Banking

Chatbots may be used in banking in two ways: direct or indirect. Let’s examine these two in more detail.

Regular Chatbots (Direct)

Regular chatbots interact directly with the customers. They provide them with information while the clients are aware that they are speaking/messaging a robot.

Virtual Assistants (Indirect)

In theory, virtual assistants aren’t chatbots, but in practice, they are. These systems help customer service agents respond to tickets by generating responses and providing sources on which they base their messages. As such, they can accelerate the response time, letting banks increase the productivity of their customer service teams.

In simple words, we could say that Virtual Assistants are chatbots in banking that require a human to confirm the message. They might have additional functionalities, but at their core, they are just semi-automated chatbots; that’s why we classify them as such.

How Do Chatbots Help in Banking?

After explaining chatbots’ nature in banking, let’s look at their benefits. After all, this is the best way to present their impact on the financial industry.

Accessibility

Since chatbots can operate 24/7, they make customer support much more accessible, even for those customers who have to contact customer service after office hours.

Convenience

A chatbot’s capacity is much larger than that of a customer service agent. This means that even if the demand is high at a given moment, they will be able to service tens if not hundreds of customers at once. As a result, your clients don’t have to wait in lines on phone calls or chat.

Cost Reduction

Chatbots are automated, and with automation come reduced operating costs. The more tickets are solved by bots, the fewer customer service agents you need, hence reducing the amount of money you pay each month as salaries.

The Takeaway

Chatbots have become a formidable force in banking. They can drastically reduce the costs of customer service, while improving the overall customer experience at the same time. Therefore, if you are not using them in your organization, consider their implementation – it will pay off in just a couple of months.