Survive to Thrive Data Blog Series: Insights on Shifting Retail Banking Customer Needs

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:

1. Insights on Shifting Retail Banking Customer Needs
2. Acceleration of Digital in Corporate Banking
3. Consumer Saving During COVID-19 and the PFM Opportunity