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Chatbots as a lever to redefine customer experience in banking

Author

Listed:
  • Moysan, Yvon

    (Yvon Moysan, IÉSEG School of Management, Paris campus Socle de la Grande Arche, France)

  • Zeitoun, Jade

Abstract

In view of the advantages of chatbots and the bright prospects of development combined with the growth of mobile utilisation, companies tend to use chatbots increasingly as tools and channels of customer relationship management. Regardless of whether they are needed to help in a purchase or manage a booking or answer a question, they are used day and night to deliver a personalised experience. Currently, banks are using chatbots mostly for non-banking services, but some of them are already exploring banking information and financial coaching.

Suggested Citation

  • Moysan, Yvon & Zeitoun, Jade, 2019. "Chatbots as a lever to redefine customer experience in banking," Journal of Digital Banking, Henry Stewart Publications, vol. 3(3), pages 242-249, February.
    • Handle: RePEc:aza:jdb000:y:2019:v:3:i:3:p:242-249
    as

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    More about this item

    Keywords

    chatbot; artificial intelligence; smart assistant; instant messaging platforms;
    All these keywords.

    JEL classification:

    • G2 - Financial Economics - - Financial Institutions and Services
    • E5 - Macroeconomics and Monetary Economics - - Monetary Policy, Central Banking, and the Supply of Money and Credit

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