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Banks will use AI to interact with customers, says study

A recent research study has found that artificial intelligence will be the main way that banks interact with their customers within the next three years. The research study,  carried out by consultancy firm Accenture found that banks are increasingly using chatbots to attend to customer queries. The study covered 600 bankers and other experts and most of them felt that AI would help banks create a more human-like customer experience. The study’s author Alan McIntyre, head of Accenture’s banking practice, said the big paradox here is that people think technology will lead to banking becoming more and more automated and less and less personalized, but what has been seen coming through is the view that technology will actually help banking become a lot more personalized. Another study conducted by Accenture looking at consumer attitudes to banking, also suggests that customers too are willing to embrace AI. With things like Netflix, customers are used to smart AI offering advice in the background and consumers are surprisingly willing to accept robotic advice about banking products, McIntyre added.

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