Jorissa Neutelings, at ABN AMRO, explains how AI is effortless in its design to automate digital customer interactions for banks and businesses, but does present different types of challenges in managing its integration into systems and fully simplifying journeys.
Their customer expects to interact through the app in an easy, trusted manner but “simplification can come into friction with security” which sometimes means building in friction into the systems to protect customers from fraud threats and uphold their duty as a trust anchor.
Natural persons communicate via the app – the bank’s safest digital platform – which automatically completes the identity verification process when customers call and speak to a team member through the app or try digital messaging. The app allows ABN AMRO to fulfil a modern way of banking which is adaptive to different customer groups.
As well as data and security optimisation for a good customer experience, a hyper personal bank is made when the “customer works with you” giving their consent to undergo more steps if modifications to their personal financial management brings more value. 1.5 million customers have consented to sharing more data trust with ABN AMRO and are reaping the rewards of personal banking, which allows them to track their spending history and review subscriptions.
