How are banks going to interact with their customers in the next five years? In the next ten?
As the popularity of devices like Amazon’s Alexa-powered speaker grows, voice banking seems to be one of the contenders for consumer origination and interaction, as panelists at the Bank Innovation 2018 conference noted.
“On the voice versus messaging, on that whole debate — as a bank, you should be choosing a vendor that can help you with everything,” Himi Khan, VP of product management for conversational AI company Clinc, said during the panel. “What that means is, the vendor should be equipped… to build world-class experiences on voice as well as chat.”
Khan’s comments were echoed by others on the panel, who cited voice as one of the areas banks should certainly be focused on nowadays (though not, as Khan noted, to the detriment of other messaging and communication channels).
The platform is going to be key “particularly for bankers who are focused on millennials,” Silvio Tavares, president and CEO for the CardLinx Association, said during the panel, as that group tends to be the first adopters of both chatbots and voice.
“[Voice] is going to be the key platform for the next five to ten years, there’s no doubt in my mind,” Tavares said.
Take a look at the rest of the chat in the video below:
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