A case study conducted by TELUS International (O’Niel. “How to use AI to shape efficient digital and omnichannel experiences.” Journal of Digital Banking 8(3): 256-262, 2023) noted an improvement in customer satisfaction scores by 40%, a decrease in average call handling time by 9% and a significant reduction in human involvement in mundane tasks after implementing intelligent automation solution for the customer services agents in a financial services client. Personally, I don’t really care whether I am chatting with a bot or not, so long as I get the service I want, so I can such deployments spreading rapidly.
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It seems to me these examples illustrate my theory that in day-to-day life there are only two categories of retail financial transactions. There are the transactions that are too boring for people to do and transactions that are too complicated for people to understand. In both cases, the bots stand ready to help and given the rapid advances in technology, I don’t think I’ll have to wait too much longer before I can stop thinking about transactions completely.
From: ChatGPT Is A Window Into The Real Future Of Financial Services.
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Snippings 