The capabilities of artificial intelligence (AI) are evolving rapidly and with them brings a sea of change for how financial institutions can support their clients. Most importantly, it is allowing them to offer greater personalisation.
AI technology is now able to analyse and generate insights from a range of data sources. Rather than needing a standardised database to extract from, it can now also understand unstructured sources, including text and voice. This creates a more flexible AI solution that can generate deeper insights.
FinTech Global recently spoke to Amelia Lowe, VP of Operations at SquareTrade, to get her thoughts on the impact of AI on the financial services market.
One of the most exciting use cases Lowe sees for AI is this ability to generate greater insights and provide customers with an improved experience.
She said, “Think of a scenario where representatives in a call centre feel empowered to have highly tailored, personal conversations with customers based on an intelligent understanding of their needs and their sentiment.
“This is really about taking the next step. Not from just answering or mitigating a problem, but getting to the root cause of an issue straight away and truly understanding our customers.”
Watch the full interview for more of Lowe’s insights.
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