How Conversational Analytics Can Help Banks Better Understand Their Customers

Companies have been documenting customer conversations for years in order to better understand customer intent and improve customer service. Banks are now under pressure to innovate and remain competitive, and have been integrating AI into their operations, particularly in the form of chatbot assistants. However, these chatbots often fail to provide effective solutions, leading to customer dissatisfaction. Recent advancements in Conversational AI, such as machine learning, generative AI and natural language processing, have enabled AI to provide contextualised, personalised solutions to customers, leading to higher levels of satisfaction.