A Finextra member 16 April, 2019, 14:49 0 likes

Yes Dharmesh, conversational banking is more than just chatbots and more that just an added extra channel. It needs to be two way and the outbound documentation correspondence piece needs to work at scale.  Whether it is in the ability to have interactive forms via an intelligent conversational interface template that creates an email, html.... but it must talk to the customer in an easy, guiding manner brought together by the business logic that is behind the scenes bringing that comms piece together for the customers benefit, that is the interesting part.   

Chris Harris - Worldline Group - London 17 April, 2019, 09:44 0 likes

There is a clear correlation between conversational banking and customer satisfaction, you need look no further than the awards and satisfaction ratings of First Direct in the UK. The challenge for newcomers (to conversational banking) is not limited to how to support the conversation but how to enable the broader conversations desired by customers, without having to pass through banking silo's between each department in the bank.

A Finextra member 17 April, 2019, 17:08 0 likes

Totally agree Rupert  I cover this in my whitepspers on conversational banking and on the single brain driving engagement. This space is moving way faster than mobile apps banking...and the end results much more compelling for both bank and customers. Exciting times