Voice Banking in Switzerland

Abstract

In recent years, studies and scientific papers considering voice assistants have been published. Financial services are investigating solutions where their clients can perform queries using a voice assistant. This service is also called voice banking. However, financial services are competing with other big tech giants who have more experiences in this specific technology. So, for financial services, it is essential to provide their clients as soon as possible an innovative service providing them with a high level of trust. Research in literature has shown that studies in the use of voice assistants in financial services have been performed but not in terms of financial services within Switzerland considering trust and different platforms and channels. Based on this gap, this study aimed to evaluate a voice assistant for financial services built on a Swiss financial platform with an own channel (= voice banking) by clients of a financial service provides in contrast to integrating third-party voice assistant platforms and channels considering trust....