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AI in Banking Chatbots 2024
What’s Driving and Delaying GenAI Integration—and Consumer Adoption—in Canada, the US, and UK
Generative AI (genAI) will add a human touch and greater personal relevance to the stilted scripts through which banking chatbots currently force-march their customers. We look at what will impact consumer adoption of AI-enabled chatbots in Canada, the US, and the UK—and each market’s embrace of genAI.
Key Question: What’s driving the integration of genAI into customer-facing banking chatbots, and how will those factors impact financial institutions’ (FIs’) digital strategies?
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Key Stat: A total of 48% of surveyed US bank executives plan to use genAI to enhance customer-facing chatbots and virtual assistants, per an October 2023 Google Cloud survey. This increased exposure will drive further consumer adoption of interactive chatbots.
authors
Sherry Fairchok
Contributors
- Suzy Davidkhanian
- Principal Analyst, Retail & Ecommerce
- David Morris
- Principal Analyst
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