Modern contact centers are complex. Customers that call in have high expectations of service, want to spend less time on authentication and need to get more things done. In other words, customers want call centers to recognize who they are and offer more personalized service suited to their needs. But contact centers need assurance of security and identity before they can offer any degree of personalization.
AI can solve this dilemma. Financial institutions have vast amounts of data on consumers via their accounts, profiles and behavioral patterns. AI can help FIs to harness this data to make more secure and profitable decisions on personalizing customer experience. This white paper offers insights into how FIs can use AI to solve the customer experience and security question.