A generational difference in attitudes towards technology is nothing new: we’ve known for a long time now that younger generations who grew up among a wider array of technology are more likely to adopt new tech than older generations. Janka Coppens, Managing Director of Intelligent Automation at ATB, knows this well, as she shares an anecdote about her mother’s shifting attitude towards her own cell phone. Though initially it “might as well have been a brick”, all it took was a desire for portable music to have her using an iPhone. Customer attitudes towards technology is shifting all across the board, and it can only take one enticing feature to get even the slowest adopter on-board. 

According to Coppens, this kind of shifting attitude towards technology is happening towards AI Chatbots as well: “Just like my mom, customers’ wants, needs, and behaviours are continuously evolving. Customers are more open to virtual channels and have greater confidence in their technical abilities,” she explains. Customers want 24/7 self-service options, they want easier ways to do routine banking tasks like send money or pay bills, and they want personalized and proactive customer service. No matter which feature serves to draw them in, more and more customers are actively seeking out conversational AI. There’s good reason for this as well: ATB’s Virtual Assistant has already demonstrated great results for the bank, including a 5x reduction in time users spend with customer service, and the ability to answer 68% of top call drivers automatically. Customers’ shifting desire for these virtual assistant chatbots is not going unnoticed as well, as Coppens predicts that “over the next few years, the number of chatbots are anticipated to surpass the number of humans”. 

While Coppens does imagine a very AI-focused future, she does not see humans losing their place in customer service any time soon: in fact, humans become even more important as chatbots begin to make more of an impact. “While today’s technology can automate many activities, and often execute them better than a human, not everything can or should be automated. To be most effective, humans and technology need to work together,” says Coppens. This is why AI-Powered Chatbots from Finn AI integrate themselves with the customer service channels that human agents are already using, and are able to seamlessly connect users to live agents when needed. 

Conversational AI is helping to deliver an updated customer service experience that meets the shifting needs and desires of users as familiarity and acceptance of technology grows. Whether customers want 24/7 service, data-driven insights into their banking, or just an overall more satisfying customer service experience, AI-Powered chatbots will soon grow into a digital service staple. 


Want to hear more from Janka and other industry leaders on shifting user expectations? Check out this session from the Conversational Banking Summit 2021.