Axis Corporate, part of Accenture, has published a study entitled "Technological Maturity Model in CX"," which analyzes how financial institutions are focusing on the customer experience and includes a section on AI.
The consultancy advises banks to allocate their resources to four specific levers: Digital environment functionalities, user support tools, artificial intelligence (AI) applications and data model development.
Among Spanish banks, the integration of AI into customer service channels is a growing trend in order to achieve a more natural and contextualized experience.
The analysis also shows that 83% of European banks are using artificial intelligence for various purposes and it estimates that by 2025 all banks will have implemented AI-based solutions.
With the help of advanced algorithms and data analytics, banks can personalize interactions with their customers and offer them product and service recommendations tailored to their needs.
In addition, AI-powered chatbots and virtual assistants improve customer efficiency and satisfaction by providing instant answers.
Insurance companies rely on AI
The report also contains data on the insurance industry, where AI plays a crucial role in optimizing various processes.
The study shows that insurers are using AI to optimize extensive data collection, analysis and processing. They also use AI to identify patterns and trends in the data so that they can better assess risks and take appropriate action.
As a result, insurance companies can offer personalized policies that are tailored to the specific needs of their customers.
The report highlights that insurers can provide a more effective service by assigning tasks, assessing coverage and maintaining more personal contact with customers.
In this context, AI is also being used for another exciting application: the detection of fraudulent claims. This is possible because AI can detect irregularities in data patterns.
"AI, as in many other areas, is a technology with enormous potential that still needs to be developed further. The Spanish financial sector still has a long way to go if it wants to keep up with progress in other countries," says María Iscla, Senior Manager of the Growth and Customer Experience service line at Axis Corporate.
In her opinion, this includes "the implementation of artificial intelligence to improve the customer experience at all touchpoints and optimize the service model associated with each one in order to increase both efficiency and the quality perceived by the customer."
She also emphasizes that "many European banks are already using artificial intelligence to improve the customer experience, but there is still a lot of room for improvement. We need to put the customer at the center because their experience benefits the consumer and drives business growth and reputation."
