Ready for Prime Time?
AI-Enabled Chatbots and Their Utilization Within Financial Services
Presentation Date & Time:
September 17th at 11:00 AM
Name: Tony Sandhu
Title: Director of Customer Success
In today’s digital, mobile-first world, consumers expect immediate responses to their inquiries – regardless of channel. With sixty-one percent of consumers agreeing that chatbots are the customer service tool of the future, thanks to their easy accessibility, quick response and rapid resolution times, the financial sector is ripe for a customer experience revolution. Due to the personal nature and general importance of finances, customers usually have a sense of urgency when trying to get in touch with their bank or financial institution. The sensitive nature of customers’ financial information also means security is paramount. While some of the largest financial institutions were early adopters of chatbots and AI, in the past, those security concerns have led the vast majority of banks, especially in the U.S., to steer clear of cutting-edge customer service technologies for fear of non-compliance or security lapses, but as chatbots have matured, the best offerings now provide security measures like user and agent authentication and PCI DSS compliance.
With the right security measures, the pairing of AI-enabled chatbots with human agents who manage live chat is particularly well-suited to serve the needs of banks, which can leverage chatbots to provide quick responses to simple requests and free up live agents to provide smart, real-time solutions to the more complicated questions. It’s time for all financial institutions, not just the big brands, to step up to the plate and embrace the technology that can provide the experiences today’s customers demand. Failing to do so will result in finding themselves further behind the curve and facing every company’s worst fear—dissatisfied customers.
In this session, Tony will cover how financial institutions can use AI-powered chatbots and live chat to transform CX, providing the real-world example of a stock trading company that successfully uses a chatbot, as well as the factors financial institutions should consider when incorporating the technology into their stack to meet customer expectations without compromising security standards.
Tony Sandhu Biography
Tony Sandhu is the Director of Customer Success for Comm100 — a global provider of omnichannel customer experience solutions that helps brands create more meaningful engagement with their customers wherever they are, whenever they want. His role focuses on onboarding and enabling new Comm100 customers in regulated industries including healthcare, finance, and insurance. After starting out as an Application Support Developer in a Vancouver, he completed his Computer Science diploma with honors and brings over 10 years of experience building and leading best in class customer support and services teams.