The banking sector is one of the most significant industries and is heavily dependent on technology to meet customer needs, build customer loyalty, and drive customer satisfaction. The customer service scenario in the banking sector is shifting from mere customer service to banking as a service (BaaS).
Banking solution providers are using AI to rewrite decades-old processes and deliver robust and profitable banking solutions.
The banking industry is amidst a digital transformation to meet customer expectations. The disruption in the banking sector is happening at multiple levels. Banks are investing heavily in enhancing the digital capabilities of their businesses.
In this article, we’ll talk about AI in banking use cases to understand how the banking industry is leveraging AI to enhance its capabilities.
1. AI Chatbots
The banking sector has started to use AI and ML (machine learning) significantly, with chatbots being one of the most popular applications. Chatbots, along with conversational AI, can provide customer support, handle customer queries, and even process transactions. Banks are using chatbots to provide a better customer experience and reduce costs.
AI chatbots can understand human language and respond naturally using natural language processing (NLP). This makes them ideal for customer support applications. Chatbots can handle simple queries like account balances and transaction histories. They can also provide more complex information like loan eligibility and interest rates.
On the other hand, conversational AI that acts as a personal assistant can help with data input without the requirement of typing everything manually. However, it’s still learning as there are many challenges related to speech data and the data quality it uses to get better.
2. Predictive Analytics
The banking sector is one of the most data-rich industries in the world, and as such, it is an ideal candidate for predictive analytics. Predictive analysis is a type of data analysis that is used to make predictions about future events. This type of analysis is often used in business to make decisions about marketing, product development, and other strategic decisions.
By harnessing the power of artificial intelligence (AI), banks can gain a deeper understanding of their customer base and use this knowledge to make better decisions about products, services, and marketing.
Predictive analytics can identify trends and patterns in customer behavior and forecast future demand for products and services. This information can then be used to enhance customer experiences through tailored offerings and targeted marketing.
3. Cybersecurity & fraud detection
Banks are under constant pressure to maintain the highest levels of security possible. This is where AI and ML can be extremely useful. AI-powered cybersecurity solutions can help banks detect and prevent fraud and protect customer data.
In the past, banks have relied on manual processes to detect and prevent fraud. However, these processes are often time-consuming and labor-intensive, and they can’t always keep up with the ever-changing landscape of cyber threats. AI-powered fraud detection systems can help banks keep pace with the latest threats, and they can do it accurately.
What’s more, AI/ML can help banks protect customer data. Data breaches are a major concern for banks, and AI can help them detect and prevent them. AI can also help banks encrypt customer data, which makes it much more difficult for hackers to access.
4. Loan and credit decisions
Loan and credit decisions are among the most important responsibilities of a banker. They are also among the most difficult because they involve assessing the risk of loan default. The AI model can help bankers make these decisions by providing access to vast amounts of datasets and using sophisticated algorithms to identify patterns and relationships.
For example, a banker considering a loan to a small business might use AI to access data on the business’s financial history, industry, and local economy. AI could then analyze this training data to identify the risk of loan default and recommend a course of action.
Some banks are already using AI/ML to make loan and credit decisions, and its use is likely to grow. This is because AI can improve the accuracy of these decisions and make them faster and easier to provide loans and credit cards.
5. Risk Management
Banks deal with a lot of sensitive data daily, and they need to identify and manage risk effectively to protect their customers and their interests. AI can help banks automate the risk management process, making it more efficient and accurate.
By using data analytics, AI can help banks:
6. Data Collection & Analysis
Banks increasingly use AI/ML to collect and analyze data to improve their operations. Using AI, banks collect and analyze data from various sources, including customer transactions, social media, and financial services.
The collected data is used to help banks make better decisions about products, services, and marketing strategies. AI is also being used to develop new customer service applications and to automate back-office tasks such as fraud detection and compliance.
For example, AI can help identify patterns in customer behavior, including spending patterns and payment histories. This information can help banks make better decisions about lending, credit, and other financial products and services.
In conclusion, banks will have a positive experience when implementing AI technologies. This is based on interviews with companies that already utilize AI in their business processes. As long as safeguards are built to ensure customer data safety and ethical standards that can be automatically regulated, banks should implement AI into their systems.