These tools include Chatbot. A computer program that uses artificial intelligence and machine learning to provide human-like interaction and perform simple tasks and offer organizations a quick, efficient and cost-effective method of communicating with customers.
Speech-driven as well as text-driven chatbots can be used to detect suspicious or unusual customer behaviour, helping banks prevent fraud. The financial institutions adopting this tool are Access Bank Plc using a Chatbot, named Ada and Tamara, United Bank for Africa Plc, uses the Chatbot name, Leo. It’s essential to be able to handle issues for customers and do your best to ensure they are satisfied.”
“The nature of customer service industry is changing rapidly. To become customer centric is the goal of most businesses.Companies who provide great customer service experience will only have benefits over companies that do not” he said.