Opportunities of Conversational Artificial Intelligence Agents for the Banking Industry

Abstract

Conversational AI agents can be applied where conversations take place. Conversations in the banking business traditionally involve human actors. These actors can be customers, client facing staff or employees. In the retail banking and wealth management industry, client-related conversations take place to serve customers with financial needs. These conversations can, for example, be between clients and client advisors directly, or between client facing bank staff and specialists. Besides these conversations, internal dialogues between employees take place that are non-client related. In all conversations with intelligent chatbots, an additional actor is involved which is called the “Conversational AI Agent”, a system actor.The conversations, taking place in the banking business, as well as services that retail banks and wealth managers offer, can be mapped onto different levels of complexity of conversational AI agents. Based on these mappings, three business use cases (UC) were derived that aim to serve as a blueprint for real-life business use cases....