In this final episode, host Alex Johnson and Corey Besaw, Co-Founder and President of APAC at Ubiquity, explore the transformative impact of generative AI on customer service in the fintech industry.
They’re also joined by special guests Aditi Shekar and Mike Forsyth from Zeta, a company that’s pioneering a “multiplayer” financial experience for families through joint banking. Together, they discuss how generative AI is streamlining fintech customer service and what the future holds for CX in financial services.
Here’s a sneak peek of what’s covered in the episode:
The AI Concierge Model: Zeta is blending generative AI with human support to create a concierge-style customer service experience. By harnessing AI’s ability to handle routine inquiries, Zeta reduces customer wait times while offering 24/7 support — without losing the personal touch.
Efficiency Meets Security: With AI tools like ChatGPT tackling 30% to 40% of basic customer inquiries, human agents are free to focus on more complex issues. But this efficiency doesn’t come without its challenges. Corey and the team discuss the critical balance between scaling AI while maintaining strict compliance and security measures in fintech.
AI’s Role in the Future of CX: The conversation also explores how micro-models could personalize customer interactions and improve user experience. Imagine AI systems smart enough to handle basic requests autonomously while knowing exactly when to pass an issue to a human agent. Could this be the future of fintech customer service?
Generative AI is already reshaping customer experience, and fintech companies are leading the charge. From automation to personalization, AI’s potential to transform how financial services interact with customers is enormous.
Want to learn more? Tune in to Episode 4 of What Customers Want and discover how generative AI is setting the stage for the next wave of customer service innovation.
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