Tom Martin

Banks and credit unions must find a balance between digital and live-agent support to satisfy customers and maintain efficient operations.

Bots can do part of the job, but real-time human engagement within the app is necessary to allay fears and reinforce brand confidence.

There’s little debate that automated self-service technology has captured the imagination of financial service providers. Banks, credit unions, lenders, wealth management firms and other providers of all sizes and geographies are scrambling to deploy digital customer […]