AI in Customer Service: Financial Services Industry Report

Published On:
November 29, 2021
Authored By:
APQC
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In 2020, APQC conducted a survey to explore the use of artificial intelligence (AI) for customer service. This report highlights results from respondents in the financial services/banking industry, including their organizations' goals for applying AI in customer service, how and to what extent AI has been adopted, and how the use of AI is impacting key customer service metrics.