Insights on Shifting Retail Banking Customer Needs

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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

Insight details

Industry or Business Focus
Banking, Corporate Banking, Retail Banking
Insight Format
Blogs
Geographic Focus
Asia-Pacific, EMEA, LATAM, North America