Survive to Thrive Data Blog Series: Insights on Shifting Retail Banking Customer Needs
15 May 2020
Alenka Grealish
What's up, What's down?
Retail bankers have been trying to understand rapidly shifting customer needs in the face of COVID-19. Here are some insightful data points from a sample of banks using KAI, Kasisto’s conversational AI platform. This sample represents banks worldwide in the digital vanguard.
- Rise in digital engagement =35% increase in digital traffic, of which:
- 66% money transfer, payments
- 24% in user requests re. enabling digital bkg
- 18% requests for payment relief
- Drops in interactions:
- 23% drop in new account opening related questions
- 17% in requests to speak w/ banker
Source: Kasisto, 5/5/20
This blog is part of a data series in our ongoing coverage of developments around COVID-19. View the rest of the blogs within this series:
Insight details
Industry
Insight Format
Blogs
Geographic Focus
Asia-Pacific, EMEA, LATAM, North America