The financial industry should listen up and recognize voice technology and the opportunities that come with it. As with other innovations, the retail industry is paving the way. Market leaders are busy equipping consumers’ homes with smart speakers and educating them on how to use voice-operated services, ensuring that Siri, Alexa or one of their friends are there and ready to listen as soon as consumers drop their last reservations towards voice technology. Will you have an ear close by your clients, when they are ready to talk to their bank account?

Messenger apps and conversational AI will develop a significant impact on the client experience of banking. Financial institutions are busy establishing robo-chatbots for service requests or use AI-supported human conversation to support their relationship managers (RMs).