'Help employees help their customers.'
The surge of generative artificial intelligence applications is spurring exciting innovations and consumer experiments, but it also worries many people who are concerned about data privacy or only being able to communicate with a company through a bot. These concerns are especially acute in industries where customer interactions and data privacy are critical, such as banking or healthcare.
Even in the world of AI, customer love should lead the way. Traditional metrics of customer sentiment, such as Net Promoter Score , may start to look different, but one premise will endure: Every interaction enhances or diminishes a customer’s perception the company involved. One way AI refines personalization is through digital assistants for customers, as shown by emerging efforts in banking and payments. Royal Bank of Canada uses an AI-enabled assistant called NOMI to personalize digital money management for customers. Features include timely tips pushed to clients, personalized budgets, and savings recommendations based on spending behavior and cash flow.
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