Conversational AI in the Finance and Banking Industry – Challenges and Use Cases  

Conversational AI in Finance and Banking – Use Cases

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The importance of Conversational AI in Finance and Banking

The banking industry is undergoing a significant digital transformation, with a shift towards conversational AI banking. This shift is considered a strategic imperative rather than an optional choice. Conversational AI, incorporating advanced natural language processing and machine learning, is reshaping customer experiences and providing a seamless and enhanced banking experience. The Banking, Financial Services & Insurance (BFSI) sector, known for early technology adoption, is at the forefront of leveraging conversational AI, with 75% of financial institutions inclined to use it for elevating services.

Conversational AI in banking is not just a futuristic concept but a present reality. It serves as a bridge between human touch and technological efficiency, offering multichannel engagement, enhanced accessibility and service, boosted operational efficiency, empowerment of human agents, and leveraging data insights for informed decisions. The integration of conversational AI is seen as essential for banks to remain agile, responsive, and relevant in the digital era, especially considering the evolving customer base and global shifts like the COVID-19 pandemic.

Below are five use cases for conversational AI within the banking industry.

Use cases of Conversational AI in Finance and Banking

Implementing AI chatbots is highly beneficial for customer service in the banking sector. These chatbots serve as the initial point of contact for customers, guiding them to the correct department or representative. They significantly streamline customer service processes, ensuring faster response times through automated conversational flows. The availability of AI chatbots 24/7 enables customers to obtain answers beyond regular business hours, enhancing overall accessibility. Utilizing smartphone applications for virtual assistants enhances user experience by consolidating information in one place. The benefits include personalization, maximum user engagement, on-demand responses, custom notifications, and improved overall user satisfaction. In cases of complex inquiries, AI chatbots can seamlessly transfer customers to human operators, ensuring continuity in the conversation interface.

AI Chatbots play a crucial role in lead generation within the banking industry. Permanently residing on official bank websites or mobile apps, these chatbots assess user interest in the bank’s products or services. The leads identified by chatbots are then forwarded to bank representatives for follow-up and potential sales. Conversational business applications have significantly increased lead generation compared to traditional methods. They simplify the acquisition of quality leads and enhance online conversions, providing a quick and effective means to identify high-value website visitors.


AI Chatbots empower customers with active accounts to apply for new products, loans, or services in real-time. Through data integrations, these chatbots can simulate offers based on the banking system in place, generating necessary documents without requiring customers to visit a physical bank location. Conversational AI helps users choose the best product by accessing the bank’s list of offerings and asking personalized questions. After generating and digitally signing the loan request, the bot registers the new request into the banking system for back-office handling.

Conversational AI aids customers in monitoring transaction history and reporting suspected fraudulent activity swiftly. Banking chatbots offer instant solutions, allowing users to lock cards, reset passwords, or check bank statements without waiting in call queues. Users can receive notifications for account activities, enabling quicker responses to fraudulent claims and providing on-demand access to agents for issue resolution.

Chatbots play a crucial role in allowing clients to check account balances and receive notifications for specific balance thresholds. These virtual assistants provide a range of account information, including transaction history, credit card status, and active services associated with a user. This enhances account management without the need for manual logins or branch visits. The introduction of conversational AI is transforming the traditionally viewed banking industry, providing innovative ways for banks to engage with customers throughout their economic journey.

Future of conversational AI in banking

The progress of conversational AI within the banking industry foretells transformative changes, driven not only by current applications but also by the horizon of emerging innovations. With the widespread adoption of banking chatbots and voice assistants, banks are poised to deliver an even more refined, personalized, and streamlined customer experience. As we approach this pivotal moment of change, two primary developments come to the forefront: the enhancement of existing conversational AI capabilities and the integration of generative AI.

Generative AI, combining deep learning with sophisticated natural language processing, marks the dawn of a new era in customer-banker interaction. In contrast to traditional conversational AI, generative AI creates highly personalized and dynamic interactions, providing responses that are precisely tailored with flair.

Imagine a scenario where AI comprehends a client’s financial preferences, such as a fondness for travel or gourmet experiences, and proactively recommends a customized credit card package aligned with those specific inclinations. These advancements epitomize the future: a fusion of profound insight, proactive engagement, and a banking experience that feels both intuitive and revolutionary.

Find out how you can leverage Born Digital's Generative and Conversational AI solutions to drive business results.

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