With Swedish banks seeing their customer satisfaction scores drop to a 20-year low after shutting branches, the likes of Swedbank, SEB and Nordea are now using AI to free up human employees to deal with more complex services and return to full service again.
Read more on how Sweden's financial giants are leveraging chatbots and AI.
Swedish banks have already seen their customer satisfaction scores drop to a 20-year low after shutting branches and pushing people onto online services. But AI might be part of the cure. According to a recent study by market researcher GfK, there are wide gaps between what consumers hope to receive from banks in terms of service and financial advice, and what they actually get. AI applications such as chatbots “hold the promise of filling in these service gaps, given the right data and programming”,