Banks turn to A.I. for improved customer service, competitive edge

The pressure on big banks to innovate has never been higher

2 online banking

With the Wells Fargo fake accounts scandal fresh on your mind, it’s hard to feel sorry for banks these days. But the pressure on big banks to innovate has never been higher.

The heady days of the 2000s, with their high profits from lending, booming investment banking and relatively light regulation, are gone. New laws and regulations have forced banks to allocate large budgets to regulatory compliance. At the same time, payment services like PayPal and investment services like Wealthfront are competing for the clients that banks used to take for granted.

Artificial intelligence may prove to be a key part of the solution for banks seeking to remain competitive. For an industry defined by personal relationships, a cultural change is underway as technological customer service and traditional customer service are increasingly serving different segments. High net worth individuals continue to be served by professionals, while simple banking products — credit cards, loans, checking accounts — are being pushed toward self-serve options and now AI.

Here’s a look at what three banks — Capital One, RBS and TD Bank — have learned from adopting AI.

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