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The Future of Financial Services: AI and Customer Service
In five years time, which of these functions do you feel will be using AI the most? I'd have to say actually that I always lean towards the operational back office, middle office side of things because they are filled with a lot of manual processes and tasks. However, where you're really going to see this where there will be a genuine shift is in customer service - first line support. We move away from a world of picking up the phone and it's a switchboard. You get an answer saying absolutely lovely day, nice and sunny,. hope you're enjoying the fishing, what's your account number? And you're interfacing with an AI.