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Customer Experinece

Now We Know the Truth: Going All-Digital with AI Is a Mistake

Two of Scandinavia’s leading financial institutions have very different strategies for their conversational AI-powered customer service but with one unifying element at the core: human augmentation “We should go digital” is a common refrain in the financial services industry. Competition is increasingly happening online with smartphone apps, digital transactions and products that automate the customer experience. In the rush to avoid getting left behind, banks and insurance companies are looking to AI-driven virtual agents…