Intelligent automation: Transforming FI customer interactions and backend operations

Intelligent automation has emerged as a transformative solution to revolutionize both customer interactions and backend operations. Through technologies like chatbots, virtual assistants, automated workflows, Robotic Process Automation (RPA) and data analytics, financial institutions can provide personalized support, streamline processes, reduce errors and ensure regulatory compliance.  

Joselenys Moreno, researcher, Cloudsquare

This article explores the power of intelligent automation, highlighting its ability to enhance customer experiences and drive operational excellence in the financial services industry.

Enhancing customer interactions 

Chatbots and virtual assistants  

Chatbots and virtual assistants are rapidly gaining popularity, with the chatbot market expected to reach a staggering $142 billion by 2024. In the financial services industry, these AI-powered tools offer significant benefits. They can assist customers with tasks like checking account balances, making payments and even providing financial advice. 

The ability to operate 24/7 without the need for human agents improves customer satisfaction and reduces operational costs. Moreover, chatbots leverage AI to analyze customer data and preferences, enabling them to offer personalized recommendations for financial products and services.  

Successful examples include Bank of America‘s Erica, which has over 10 million users, and Capital One‘s Eno, which engages customers with emojis and humor. Wells Fargo also employs a chatbot via Facebook Messenger, utilizing natural language understanding to handle complex queries. Embracing chatbots and virtual assistants opens doors to enhanced customer experiences, increased engagement and improved conversion rates for financial services companies. 

Automated customer workflows  

A study by McKinsey found that automation can reduce customer service costs by up to 40% and increase customer satisfaction by up to 20%. Additionally, automated workflows can reduce manual errors by 75%, enhance customer satisfaction by 50% and increase revenue by 15%, according to a recent study by Forrester. 

Moreover, automation can help financial services companies to: 

• Streamline customer onboarding. Automated emails or chatbots can guide new customers through the registration process, verify their identity and provide them with relevant information and resources. 

• Improve account management. Automated systems can monitor customer activity, send personalized offers and recommendations, and alert customers of any issues or changes in their account status. 
• Support processes. Automated tickets or chatbots can handle common customer queries, provide self-service options and escalate complex issues to human agents. 

Overall, automation can help businesses deliver faster, better and more consistent customer experiences across the entire customer journey. 

Streamlining backend operations  

Robotic process automation  

RPA can automate repetitive, rule-based tasks within backend operations and offer benefits to financial services companies, such as improved accuracy, reduced processing time and cost savings. 

RPA can also help financial services companies optimize their backend operations by streamlining workflows and enhancing customer service. For example, RPA can automate tasks such as data entry, invoice processing, reconciliation, reporting and fraud detection. According to Big Four accounting firm EY, RPA can provide cost savings ranging from 20% to 60% of baseline FTE costs for financial services. 

This powerful tool can help financial services companies improve their backend operations and achieve a competitive advantage. By automating repetitive, rule-based tasks, RPA can enable financial services companies to focus on more strategic and value-added activities. 

Data analytics and insights  

Automating financial data collection and analysis offers real-time insights into your organization’s financial health. This makes it easier to predict cash flow, identify trends and decide where to allocate resources. You can also use automation to build “what-if” scenarios to test the impact of different decisions. 

A main benefit of financial automation is its ability to detect fraud and anomalies. For example, automation tools can monitor transactions and flag suspicious activities based on predefined rules or patterns. This can help prevent losses and protect your reputation. 

Another benefit of financial automation is its ability to identify opportunity and risk. For example, automation tools can use historical and current data to forecast future outcomes and trends. This can help you optimize your pricing, marketing and product strategies. 

For example, a global bank can use automation tools to analyze customer behavior and preferences across multiple channels, helping to segment its customers and offer personalized products and services. 

Overcoming challenges and ensuring compliance  

Addressing security and privacy concerns 

Data security is crucial to any business that handles sensitive customer data. Data breaches can have serious consequences for both the customers and businesses, such as identity theft, financial losses, reputational damage, legal liabilities and regulatory fines. 

One way to enhance data security and privacy compliance is through automation. Automation can help reduce human errors, streamline workflows, enforce policies, monitor threats and respond to incidents faster and more effectively. Automation can also help businesses comply with various data protection laws and standards, such as the General Data Protection Regulation, the California Consumer Privacy Act, and the Payment Card Industry Data Security Standard. 

Data security is not only a legal obligation but also a competitive advantage for businesses. By using automation technologies and following industry best practices, companies can protect customer data and enhance trust and loyalty.  

Navigating regulatory landscape  

Intelligent automation is a game-changer for financial institutions navigating the complex world of regulatory compliance. Harnessing RPA, AI and machine learning, financial institutions allows you to streamline compliance processes, reduce human errors and enhance operational efficiency. 

Financial crimes compliance, such as know-your-customer activities and transaction monitoring, can greatly benefit from intelligent automation’s capabilities, as it efficiently manages regulatory compliance risks. Additionally, RPA automates finance processes like invoice processing and reporting, optimizing operational efficiency.  

However, implementing intelligent automation requires a well-defined strategy, assessment and pilot program, alongside proper governance and skills to manage associated risks. Yet, the rewards are significant. Financial institutions that successfully embrace intelligent automation not only meet stringent regulatory requirements but also gain a competitive edge in the market.  

Conclusion 

In the dynamic realm of financial services, intelligent automation emerges as a catalyst for transformation, empowering organizations to elevate customer interactions and streamline backend operations. By leveraging technologies like chatbots, virtual assistants, automated workflows and data analytics, financial institutions can deliver personalized experiences, enhance efficiency and ensure compliance.  

We encourage you to explore the possibilities of automation technology in your organization and discover the solutions we provide tailored for financial services companies. Embrace intelligent automation and unlock a new era of success in the digital age. 

Joselenys Moreno is a researcher at Cloudsquare, a Salesforce consulting partner specializing in creating solutions for the financial services industry.