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About This Report
Our research has found that each vertical market has its own specific commercial and operational issues that affect its contact centres, and this research series looks at how AI can be deployed to solve these.
Through detailed analysis of surveys with hundreds of UK contact centres, ContactBabel has identified five significant concerns and issues which are found in many financial services customer contact operations:
- Excessive call lengths impact cost and service
- The need to comply with industry regulations
- Managing fraud risks while maintaining customer experience
- Reducing unnecessary calls through superior self-service and digital interactions
- Improving first-contact resolution rates.
The report shows how and why these issues arise, and looks at ways in which AI-enabled solutions can alleviate them, improving performance and customer experience while helping profitability.
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In this Report
How Can AI Cut Call Lengths?
- Intelligent call routing
- Automated customer ID&V
- Optimising talk time
- Unified agent desktop
- In-call agent assistance
- Automating post-call wrap-up
AI for Regulation, Compliance and Fraud Reduction
- The role of AI analytics, in-call and post-call
- Ensuring audio security with AI
- Automate customer authentication
- Maintaining CX while maximising security
Reduce Calls & Increase Self-Service
- Customer channel use and preference
- Improving chatbots & voicebots
- Proactive customer service
- Increase first-contact resolution rates
- Current & future use of AI in Financial Services contact centres
