Conversational AI: The new customer advisor is called AI
The demand for banking advice that is digital, objective and available around the clock is growing, especially among Generation Z (Gen Z). Conversational AI makes this possible: it offers personalised and efficient advisory solutions that complement traditional services. This article shows how artificial intelligence can be used to close the digital advisory gap in banking.
More and more bank customers – especially from Generation Z – want advice that is digital, objective and immediately available. Conversational AI hits exactly this nerve: according to the latest Customer Experience (CX) Score study by msg, 34% of all respondents – and even 40% of Gen Z – would actively use advice from AI-based systems. The expectation is to receive clear guidance and sound decision-making support in a quick and uncomplicated manner.
Between FAQs and callbacks – the digital advice gap frustrates customers
The CX Score study clearly shows that although many banks are investing in digital channels, they are missing the crucial next step – real digital advice. Chatbots usually only offer rudimentary help, and the path to personal contact is often too long. Customers are left with information gaps or make uncertain decisions, especially when it comes to advice-intensive topics such as financing, pensions or insurance. The CX experience suffers and with it the likelihood of closing a deal.
AI as a guide in the decision-making process and a bridge to personal discussions
Conversational AI closes precisely this gap. It enables dialog-based preliminary advice that responds to individual customer situations – fast, data-supported and available 24/7.
We know from our consulting experience:
The key to success lies in the targeted combination of digital decision-making aids and personal advice.
The following specific AI solutions are available today:
AI-supported dialog assistants (Conversational AI)
Digital advisors talk to customers about products, clarify initial questions and simulate simple decision-making scenarios.
Product recommendation engines (Next Best Action)
AI suggests individual financial or pension products based on customer data, behavior and context.
Interactive decision-making aids and self-assessments
Visual or dialog-based decision trees help customers to find the right product – transparently and securely.
AI-based analysis of customer concerns (intent detection)
The AI recognizes what the customer really wants and guides them specifically to suitable digital or personal channels.
Advisor Co-Pilots for advisors
During the consultation, the AI provides targeted recommendations, product information or formulation aids – live and legally compliant.
These solutions can be modularly integrated into existing CRM, service or sales platforms. This creates a hybrid consulting experience that both meets customer expectations and frees up sales resources.
Ready for the next step in digital customer dialog?
Would you like to understand how Conversational AI closes the gap between self-service and personal advice - and how your bank can benefit from it?
Then let's take a look at your CX potential together: We'll show you which of these AI solutions are best suited to your architecture and target group - and how you can perform better in the next CX score.
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