Chatbot Use Cases in Banking

Chatbots in the banking industry are used in both customer-facing roles as well as for internal communication among employees in order to streamline operations while providing efficient customer service.

Here are some of the advantages of chatbots in the banking industry.

Related: Top Chatbot Business Use Cases You Might Not Know (Part 1)

Personal Banking

Chatbots are becoming more of a staple within this real. This is because they are able to automate processes and deliver results to customers faster. They are used for simple requests, such as checking account balance, accessing transaction statements, spending and expenses, as well as verifying transactions. Chatbots are used in this sphere to eliminate paperwork, lines, and allowing the customer more control in their personal banking choices.

Customer Support

Chatbots are a mainstay of customer support as well since many of the associated functions can be automated without losing a personal touch. Chatbots are favored as customer support tools since they allow for consistent support, regardless of time and day. Customers are able to solve common problems by engaging with the chatbot such as ordering new cards or reporting fraudulent transactions. This way, customer support agents can focus on more complex issues without being slowed down.

Credit Card Payments

Chatbots are becoming more accepted for payments as well, as banks continue to implement these solutions. They  are able to send reminders to customers for credit card bills and are able to process payments as well. Additionally, chatbots are increasingly useful tool in the credit card payment space since they give customers more autonomy in payments and reminder settings for due dates.

Streamline Internal Operations

Chatbots are increasingly used within banks as a means for employee communication, as well as automating basic tasks, thereby saving hours of manpower. Employees can send in queries and requests, which are routed to the relevant department. Chatbots are being used for routine IT requests such as password resets, document handling like obtaining permissions and easier document searching, granting software access, and other tasks in order to make internal operations more efficient.