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Lessons Learned from Implementing Conversational AI in Banking in the UAE

Publisher IDC
Published Oct 20, 2023
Length 9 Pages
SKU # IDC18268990

Description

Lessons Learned from Implementing Conversational AI in Banking in the UAE


This IDC Perspective examines best practices for businesses implementing conversational AI. It is based on the experiences of financial services organizations in the UAE that are using conversational AI in external self-service use cases."Conversational AI has been a key investment area of organizations across government, retail, finance, and utilities, primarily driven by the organizational priorities to deliver differentiated customer value. Some organizations have embarked on this journey earlier than others and have accumulated significant know-how. Organizations should treat these projects in a strategic manner. Organization-wide alignment and implementing a change management process up front define the success of these projects and ensure continuous customer value delivery." — Associate Research Director Melih Murat, IDC Middle East, Turkey, and Africa

Please Note: Extended description available upon request.

Table of Contents

9 Pages
Executive Snapshot
Situation Overview
Conversational AI Best Practices
Drive Customer Service Innovation: Focus on Customer Intent Fulfillment
Organization-Wide Alignment with Revised Processes, Goals, and KPIs
Adopting a Phased/Iterative Approach to Ensure Service to All Customers
A Process to Maintain the AI Platform and Experiment on AI Technologies
Advice for the Technology Buyer
Understand the Communication Preferences of Different Customers
Implement a Change Management Strategy and Governance Mechanism
A Phased Implementation Approach
Implement a Continuous Improvement Process to Manage the Model
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