Artificial Intelligence can help to boost Customer Experience

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Artificial Intelligence can help to boost Customer Experience
01 Mar 2022
6 min read

News Synopsis

According to a survey conducted by PwC-Ficci, 83% of the participants said that Artificial Intelligence plays a very important role in customer experience these days. Artificial Intelligence has been emerging as one of the most important technologies in almost all industries and sectors around the world. In Banking and Financial Services, too Artificial Intelligence is rapidly establishing itself as a mandatory tool. The most popular tool to serve their customers has come in the form of a chatbot. Sudipta Ghosh, partner & leader – Data & Analytics, PwCIndia, in regard to this report said: “Maturity of using and adopting AI-enabled solutions with a deeper understanding of not just the business case, technology and data but also the risks around security, privacy and accountability will differentiate the leaders from the rest.” After chatbots, fraud detection artificial intelligence engines are the second most used AI tools, followed by virtual assistants. Vivek Belgavi, partner & leader – Fintech, PwCIndia in a statement said: “AI is used every day within payments, credit risk, investment recommendations and particularly in the area of intelligent digital assistants that handle regular customer service inquiries and tasks. Indian BFSI organisations looking to move ahead on the AI adoption curve can use AI to boost revenues through increased personalisation of services and embedding intelligence in automation and digital ecosystem partnerships.”

TWN Special