As featured on BankDirector.com September 2020 by DJ Haskins:
Covid-19 has increased usage of digital banking services and tools, including live chat, video chat and chatbots.
While live chat and video chat offer a one-to-one conversation directly with your customers, chatbots provide 24-hour service, instant answers and the ability to scale without the need for human intervention. Relatively new channel to the banking world, the promise of chatbots seems endless: answering every question and automating related tasks, quickly and efficiently. How can banks best leverage the promise of this opportunities to better and more efficiently serve customers?