Chatbots as a lever to redefine customer experience in banking

Yvon Moysan and Jade Zeitoun
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Yvon Moysan: Yvon Moysan, IÉSEG School of Management, Paris campus Socle de la Grande Arche, France

Journal of Digital Banking, 2019, vol. 3, issue 3, 242-249

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.

Keywords: chatbot; artificial intelligence; smart assistant; instant messaging platforms (search for similar items in EconPapers)
JEL-codes: E5 G2 (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jdb000:y:2019:v:3:i:3:p:242-249

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