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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 centers, and this research series looks at how AI can be deployed to solve these.
Through detailed analysis of surveys with hundreds of US contact centers, ContactBabel has identified five significant concerns and issues which are found in many financial services customer contact operations:
- Reduce call lengths and improve service levels
- Meet regulations and compliance requirements
- Increase customer personalization
- Increase self-service and reduce unnecessary calls
- Reduce fraud while maintaining customer experience.
This report quantifies the challenges that financial services contact centers are facing, and shows ways in which its criteria for success can be met through AI, while maintaining a high standard of customer service.
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In this Report
Improving Telephony Service Levels with AI
- Intelligent call routing
- Optimizing talk time
- Unified agent desktop
- In-call agent assistance
- Automating post-call wrap-up
Comply with regulations and reduce fraud
- Use of analysis for in-call compliance and auditing
- Automated customer ID&V
- AI-enabled audio security for confidentiality
Improve Self-Service & Reduce Unnecessary Calls
- Customer channel usage and preference
- Analyzing self-service failures and optimizing digital contact
- Using chatbots and voicebots more effectively
- Improving email resolution rates through intelligent automation
Increase Customer Personalization
- AI for in-call personalization, cross-selling and upselling
- Predicting what the customer wants, and proactively delivering it
- AI-enabled agent assistance for positive outcomes
- Providing a single view of the customer across channels
