Artificial intelligence will help banks automate processes and improve the customer experience. There are organizations beginning to greatly simplify processes through intelligent automation, which in turn helps to expose enterprise data that has been traditionally trapped in complex core systems. There will always be a need for a human and that there will be not totally AI-driven banking systems coming online anytime soon. However, AI can help automate repetitive processes and potentially improve customer service via chatbots.
Robots are 50 to 90 percent less costly than offshore or onshore employees, and that banks will increasingly invest in AI to become more efficient while still maintaining strong customer service. There is a growing demand to maintain lean operations while delivering exceptional customer experience at lower costs. Over the next two or three years, banks will add AI capabilities to their apps.
Security is always a concern for banks and will continue to be in 2018. Banks will increasingly seek ways to add new layers of security to their services. IDC predicts that in 2018, spending will rise by 20 percent on next-generation security-based authentication methods, as banks strive to build “digital trust” with their customers.
Customers have become more comfortable authenticating payments on their smartphones via thumbprints. Banks will extend that to facial recognition and voice prints. As customers become overwhelmed with trying to remember numerous passwords, biometric authentication methods will help simplify security processes and provide more secure methods of authentication.
“Anything that can further prove I am who I say I am and is as easy as using voice, thumbprints or a facial scan, banks will start embracing that”
Marc DeCastro, Research Director for IDC Financial Insights
5. IoT Will Be Deployed on Small Scale
Banks have been dabbling with the Internet of Things and will continue to do so in 2018. There will be more proof-of-concept deployments next year, as banks pick a few high-traffic branch locations to test IoT technologies. Banks need to see how customers will react to sensors in branches.
For example, a customer could walk into a branch and a bank could use beacons or sensors to authenticate a customer via their biometrics. That could then send a signal to an ATM to pre-stage a cash withdrawal based on the customer’s preferences. As soon as the customer inputs their PIN number, the money would be dispensed. Such a frictionless transaction could give customers a “wow” factor and make them think highly of IoT. ATM manufacturers are embedding these capabilities.
The banking industry is facing digitalization, are you ready to face it?