Capgemini Research: AI in Customer Experience for Financial Services

AI can boost the customer experience, but there is opportunity for financial services firms to take an even more customer-centric approach.

COVID-19 has catalyzed financial services organizations to harness Artificial Intelligence (AI) to improve customer experience (CX); however, challenges in integration and customer perceptions are undermining its potential. Financial services firms’ implementation of AI at scale is the lowest across all industries, and where AI has been deployed, there are still some customer expectations that are not being met – with half of customers saying they receive no value from AI-enabled interactions. This is according to a report published today by the Capgemini Research Institute entitled, “Smart Money: How to drive AI at scale to transform the financial services customer experience”.