How to use Financial Chatbots to Meet the Expectation of the Customers

Abstract

The objective of this thesis is to design a financial chatbot that has the required functionalities as specified by the customer and can fulfill the information need through selected channels. This thesis focuses on chatbots in the financial sector. The questions address what the customer expects from a bank bot and how the customer expects the information to be delivered to ensure customer satisfaction. Chatbots, virtual assistance, and conversational interfaces are trending topics currently. There is an increase in both the users and devices that can support a virtual assistant, while users are becoming more experienced with using chatbots. To develop helpful chatbots for the financial industry, it is necessary to understand and implement the requirements and wishes of the customers. Because the speech processing of these virtual assistants is constantly improving, the type of interaction via speech can potentially generate added value for the customer. The thesis investigates the interaction channels, voice and text, regardless of the location....