Talkdesk(R), Inc., a global AI-powered contact center provider for enterprises of all sizes, launched comprehensive research, the Talkdesk 2024 CX in Banking Report, providing industry-wide insight into banks’ and credit unions’ current and expected customer experience (CX) maturity, including their use of artificial intelligence (AI).
Banks and credit unions that report progress in leveraging AI capabilities are more than twice as likely as their counterparts who haven’t made progress to believe their contact center is a meaningful contributor to their CX strategy (80% vs. 28%), and that they can consistently link CX metrics to return on investment (ROI) (63% vs. 21%). However, while organizations’ integration of AI into the contact center emerged as a key driver of CX success, the research also uncovered AI usage gaps and adoption barriers that many CX professionals will need to overcome.
Worldwide Business Research USA (WBR) surveyed 200 senior executives, including 59 C-suite members, from financial services institutions on behalf of Talkdesk for this report. The respondents almost unanimously (98%) say CX has become more of a strategic priority at their organization over the past year, and 83% see CX as a leading driver of customer loyalty for their company.
Accordingly, more than half of respondents (56%) expect their company to increase investment in CX technology by 10% or more over the next three years. Improving digital service with AI is the most often cited (59%) CX technology initiative by those who are increasing investment. The top planned AI investments include analyzing contact center data for actionable discoveries and insights (83%), optimizing chatbot or guided conversations (73%), and virtual customer assistants for self-service (66%).
Today, almost three-quarters (73%) of financial institutions surveyed can’t use AI to optimize chatbots or guided conversations, despite this being a convenient self-service option that many modern customers expect. When asked what is holding their organizations back from integrating AI more deeply, the biggest cited barrier was resistance to change (66%), followed by insufficient availability of talent to maintain it (63%). Larger organizations are additionally concerned about lack of quality data (74%).
Talkdesk has been a provider in contact center AI since 2018.
Tiago Paiva, chief executive officer and founder of Talkdesk, said: "Banks and credit unions of all sizes are in fierce competition to establish new relationships and deepen those with existing clients. In the race to inch out ahead of the competition and thrive during tough times, financial organizations are right to view CX as a key component to success. But, that CX strategy must incorporate responsible, AI-driven digital capabilities alongside human support to optimize every step in the customer journey and personalize experiences, otherwise some banks and credit unions–particularly smaller ones–will quickly start to get left behind. I’m optimistic that financial services organizations will more deeply benefit from AI as contact center solutions evolve that can easily be deployed, monitored, and fine-tuned with no coding experience. All AI provides is upside."
Posted by Veronica Silva Cusi, news correspondent
Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
Published: Friday, November 3, 2023
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
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An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
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Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
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