Financial Services Companies Leverage Bot-enabled Operational Excellence as a Differentiator
Financial Services Companies Leverage Bot-enabled Operational Excellence as a Differentiator
  • Roberta Chan
  • 승인 2019.01.22 01:13
  • 댓글 0
이 기사를 공유합니다

Greater focus on customer experience creates growth opportunities for chatbots and robotic process automation, finds Frost & Sullivan

SANTA CLARA, California, Jan. 21, 2019 -- At a time when the financial services industry is being challenged by escalating costs and low customer satisfaction, bots are increasingly being deployed to enhance productivity and customer experience. Advanced technologies such as big data analytics (BDA), machine learning (ML), artificial intelligence (AI) and blockchain are changing the way financial services are delivered and consumed. As apps give way to bots, a transition from transactional to conversational interaction can be expected between financial services providers and their customers. Bots facilitate customers to use the channel of their choice and engage at their convenience, ensuring better services and customer satisfaction.

Photo - https://mma.prnewswire.com/media/810982/Frost_and_Sullivan.jpg

For further information on this analysis, please visit: http://frost.ly/34b

"The disruptive features of bots are its speed of execution and ability to accurately respond to queries," explained Deepali Sathe, ICT Senior Industry Analyst at Frost & Sullivan. "The ability of bots to effectively handle repetitive tasks creates opportunities for robotic process automation (RPA) and chatbots that respond immediately to customers. Solutions that are easy to deploy and pre-designed vertical bots are likely to have a significant impact on the industry."

Frost & Sullivan's recent analysis, The Role of Bots in Financial Services, 2018, examines the scope of applications of bots in the global financial services industry and their impact on the industry. It also discusses technologies that empower bots, global market trends, and growth opportunities. The study includes company profiles of market participants and recent investments and collaborations evident across the industry.

"Bots are channel-agnostic and can be deployed on websites, mobile phones, internal organizational systems, messaging apps, and social platforms," noted Sathe. "However, ambiguity in regulations, lack of standards, and a fragmented market hinder rapid growth. To harness opportunities in such a market, companies need to collaborate to create a bot ecosystem that can help them scale up, push for favorable regulations, and launch innovative, industry-specific solutions."

Adoption of bots by financial services firms is on the rise, and strong growth opportunities include:

  • Vertical-specific bots equipped with capabilities to meet stringent regulatory and compliance requirements.
  • Bot platforms that enable a wider range of services and products for customers and can easily manage scaling up/down.
  • Options that enable cloud and on-premise deployment, given the sensitivity of financial services data.
  • Partnerships to expand product line and customer base.
  • Ensuring security of data.

"Conversational AI is altering traditional methods of engagement between financial firms and their customers. Enhanced efficiency, productivity and resource optimization are some of the other benefits that companies can expect to derive after implementation," said Adrian Drozd, ICT Research Director at Frost & Sullivan.

The Role of Bots in Financial Services, 2018 is part of Frost & Sullivan's global Big Data & Analytics Growth Partnership Service program.

About Frost & Sullivan

For over five decades, Frost & Sullivan has become world-renowned for its role in helping investors, corporate leaders and governments navigate economic changes and identify disruptive technologies, Mega Trends, new business models and companies to action, resulting in a continuous flow of growth opportunities to drive future success. Contact us: Start the discussion.

The Role of Bots in Financial Services, 2018
ME2F-33

Contact:
Francesca Valente
P): +54 11 4777 5300
E): Francesca.Valente@frost.com

http://ww2.frost.com

 


댓글삭제
삭제한 댓글은 다시 복구할 수 없습니다.
그래도 삭제하시겠습니까?
댓글 0
댓글쓰기
계정을 선택하시면 로그인·계정인증을 통해
댓글을 남기실 수 있습니다.

  • ABOUT
  • CONTACT US
  • SIGN UP MEMBERSHIP
  • RSS
  • 2-D 678, National Assembly-daero, 36-gil, Yeongdeungpo-gu, Seoul, Korea (Postal code: 07257)
  • URL: www.koreaittimes.com | Editorial Div: 82-2-578- 0434 / 82-10-2442-9446 | North America Dept: 070-7008-0005 | Email: info@koreaittimes.com
  • Publisher and Editor in Chief: Monica Younsoo Chung | Chief Editorial Writer: Hyoung Joong Kim | Editor: Yeon Jin Jung
  • Juvenile Protection Manager: Choul Woong Yeon
  • Masthead: Korea IT Times. Copyright(C) Korea IT Times, All rights reserved.
ND소프트