FUTURE DEVELOPMENTS IN TECHNOLOGIES OF CUSTOMER SERVICE

VIDEO BANKING AND TEXT CHATS

• Traditional call centers and IVR systems are being gradually replaced by video banking and text
chats. 
• People Will be able to consult with their banks just with one tap on their Bank Apps.
VIRTUAL BANKING SOLUTIONS:
• Companies such as LiveBank provide the ability to authenticate clients remotely using biometric
measurements.
• This making it even possible to open a new account during a remote video conversation with a bank
advisor.
EMERGENCE OF VTMs
• Popular ATMs are now gradually transforming into VTMs (virtual Kiosks),
• It provides video banking and other complimentary services such as printing and scanning of signed
documents as well as sending them to the advisor in real time.
FUTURE DEVELOPMENTS IN TECHNOLOGIES OF CUSTOMER SERVICE
INCREASING VIRTUAL INTERACTION PLATFORMS
• A meeting with a banking advisor can even be requested at a few bank’s Facebook fanpage
(verification and authentication take place in an external window opened by clicking a link sent by
the advisor)
• The number of touchpoints where the customer and the bank can meet and interact without any
limitations is far greater than at any point in the history.
USE OF ARTIFICIAL INTELLIGENCE
• The emergence of chatbots, which make it possible to obtain detailed information in a completely
automated manner, is one of the early examples of the use of artificial intelligence in banking.
• And that’s just a step away from science-fiction-like solutions such as personified artificial
intelligence holograms, or augmented reality enhanced remote encounters with banking advisors,
which feel just like a face-to-face meeting.