Customer relations
Deploying banking chatbots
Alexandre Jotterand
— 22 October 2024
Recent advances in generative artificial intelligence (AI) have rekindled financial players' interest in chatbots for managing customer relationships. According to a report by the US Consumer Financial Protection Bureau (CFPB) published in 2023, around 37% of Americans interacted with a banking chatbot in 2022, and all the major US banks are using them. However, their deployment raises many questions. Some of these are not new, particularly concerning the management of data and subcontractors; others are more specific to the technology[...]