Chats, Chatbots and Voicebots - Arrived in Banking?

(Image: Pixabay CC0) - Questions about finances, savings accounts, or retirement planning: More and more interactions with the bank are taking place via low-threshold, digital communication channels. Almost half of customers can imagine communicating with their bank via chat or chatbot. This is shown by the Conversational Banking study conducted by the Lucerne University of Applied Sciences and Arts. A research team from the Lucerne University of Applied Sciences and Arts surveyed around 1,500 bank customers from Switzerland, Germany and Austria about their chat preferences with banks. The results clearly show that chats, chatbots and voicebots will become an increasingly important communication channel between banks and their customers in the future. Chats already a matter of course for many target groups. Almost half of the customers surveyed in the DACH region can already imagine interacting with their bank via chat. This alone shows how the use of 'conversational touch points' has increased in recent years and has become a matter of course in many target groups. 'What is interesting about such public media is that customers prefer passive communication above all. They want to be contacted by the bank,' knows Sophie Hundertmark, author of the Conversational Banking study and chatbot expert at the Lucerne University of Applied Sciences and Arts. Many customers of banks can imagine ordering missing documents via chat. However, terminating the banking relationship via chat is only an option for very few. Which of these tasks can you imagine completing via written chat?