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Enhancing self-service capabilities for improved CX
Digital transformation in banks have continued to accelerate in the aftermath of the COVID-19 pandemic. In particular, investment banks are reimagining customer experience with client engagement models that are driven by digital assistants powered by cognitive technologies. These 24*7 virtual assistants enable banks to offer self-service capabilities to clients and automate workflows.
The industry is witnessing early adopters that are launching digital assistants in multiple areas, such as:
- Research: Enable access to research content round the clock, and provide information on research coverage, macro insights, and key policy events.
- Sales: Provide comprehensive client coverage, including servicing client requests for market updates, pricing, and trade booking.
- Post-trade: Provide relevant stakeholders a single view of exceptions in a chatroom for timely exception resolution.
- Shared services: Deploy conversational digital assistants in IT helpdesk, HR, and finance functions.
About the author
Image of Kiran Kumar Komma
Kiran Kumar Komma
Kiran Kumar Komma is a domain consultant with the Capital Markets Industry Advisory Group in TCS’ Banking, Financial Services, and Insurance (BFSI) business unit.
Image of Karthik Dhinakara Ram
Karthik Dhinakara Ram
Karthik Dhinakara Ram leads the Capital Markets Industry Advisory Group in TCS’ Banking, Financial Services, and Insurance (BFSI) business unit.
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