AI has the power to transform customer service in companies across industries. But European companies need to take action to exploit its full potential.
Customer interactions in financial services go virtual
How AI is transforming customer service - and what's holding it back
Artificial intelligence (AI) is rewriting the rules of customer service in financial services. From chatbots to tailored follow-up offers, the technology is widely embraced, seen by many as a fix for long-standing service issues. Yet, despite 98% of firms having tested AI use cases, most have only scratched the surface. The real potential remains largely untapped. We report on a new survey by Roland Berger and Potloc exploring how AI is transforming customer service, what’s holding it back and what the AI-driven service model of the future might look like.
AI appears to deliver clear wins for both customers and providers. Customers benefit from faster service, better value and higher satisfaction. Providers reduce costs and streamline operations. As a result, nearly every customer service team in financial services now uses AI in some form. Yet despite the sector’s innovative edge, 57% of firms still lag behind in implementation. While many excel in data, cloud adoption and service monitoring, they struggle with agile teamwork and outcome-based governance.
_image_caption_w1280-4.jpg)
"With the rise of AI, customer service is no longer the choice between efficiency and dedication to customer experience – it can now deliver both."
So, what’s the problem?
Adopting AI isn’t always plain sailing. The top obstacles: regulation (especially in the United States), risk concerns and a lack of employee training. As firms push further into AI, they’ll need to focus on high-quality training data and ensure their systems behave ethically. Cultural resistance is another issue – sometimes coming from within the company itself.
What does all this mean for human agents? According to the survey , 92% see AI as a major factor shaping customer service over the next three years. But the outlook is largely positive: respondents expect lower costs, better data insights, quicker responses and enhanced customer satisfaction. While more than half anticipate some reduction in headcount, most believe the core role of customer service will remain intact.
Want a closer look at how AI is changing customer service in financial services – and what’s coming next?
Request the full PDF here
Register now to access the full study and explore how financial institutions and other industries are using AI to reshape their customer service — from sentiment analysis to 24/7 automated support. Furthermore, you get regular news and updates directly in your inbox
Further readings
