The Evolution of Chatbots in Financial Services
Drive your chatbot roadmap with a comprehensive review of chatbot capabilities across global providers, from functional FAQ bots to fully digital assistants.
Chatbot development has become a priority for many financial institutions as COVID-19 forces customers to digital. While some institutions have scrambled to get propositions together to meet digital demand, other providers have been developing their chatbot over the last few years.
With no set standard for chatbots, institutions across the globe have developed different capabilities and processes to better suit their customers. As such, chatbot best practices are not housed in one single market.
To provide a holistic view of the chatbot landscape, how they’re being positioned to customers and where chatbots will go next, our team of digital analysts have put together this special one-time report, covering:
THE CHATBOT LANDSCAPE
See chatbots from across the globe, with FBX’s scoring to understand what’s best-in-class.
THE CASE FOR CHATBOTS
Understand why banks are investing in chatbots and how they’re aligned to core business objectives.
PURPOSE & POSITIONING
An assessment of chatbot branding, channel presence and signposting.
CREATING NEXT-GENERATION CHATBOTS
See our global chatbot development roadmaps that highlight capability and journey priorities.
Our team of digital analysts have reviewed over 20 chatbots to build this one-time report, from global financial institutions to new fintechs, and even chatbots from non-financial institutions for best practice examples. The brands highlighted in this report include:
- Apple (UK)
- Bank of America (US)
- BBVA (ES)
- Capital One (US)
- Chime (US)
- Cleo (UK)
- Commonwealth Bank (AU)
- Eastern Bank (US)
- Google (UK)
- ICICI (IN)
- IFTTT (UK)
- Imagin Bank (ES)
- Lego (UK)
- Lemonade (US)
- Lloyds Bank (UK)
- Monzo (UK)
- N26 (UK)
- Nationwide (UK)
- NatWest (UK)
- Revolut (US)
- Santander (UK)
- Standard Chartered (US)
- Truist (US)
- US Bank (US)
To provide a holistic view of the chatbot landscape, how they’re being positioned to customers and where chatbots will go next, our team of digital analysts have organized this special one-time report into three sections:
The chatbot landscape
See the chatbots of global brands and how they’re being developed, as well top-level trends, such as a focus on using chatbots to facilitate payments and improve help and support services:
How chatbots are positioned today
See how different providers have integrated their chatbots into core journeys and how this is communicated to customers. Learn how chatbots can be used at different touchpoints within the customer experience, such as Capital One’s cross-channel focus:
The evolutionary roadmap of chatbots
See where chatbots have come from and where they’re heading. Whether you’re still mapping your first chatbot development or trying to optimize your existing one, this evolutionary roadmap showcases capabilities from support bots, through to transactional bots and full virtual assistants.