The Emerging role of Chatbot’s in the banking sector

For financial institutions, their slice of this massive AI pie represents upwards of $1 trillion in projected cost savings. By 2030, traditional financial institutions can shave 22% in costs, says Autonomous in an 84-page report on AI in the financial industry. Here’s how they break down those cost savings:

  • Front Office – $490 billion in savings. Almost half of this ($199 billion) will come from reductions in the scale of retail branch networks, security, tellers, cashiers and other distribution staff.

  • Middle Office – $350 billion in savings. Just simply applying AI to compliance, KYC/AML, authentication and other forms of data processing will save banks and credit unions a staggering $217 billion.

  • Back Office – $200 billion in savings. $31 billion of this will be attributed to underwriting and collections systems.

  • These numbers align with what other analysts and research firms have forecast. Bain & Company has pegged the savings at around $1.1 trillion, while Accenture estimates that AI will add $1.2 trillion in value to the financial industry by 2035.

The rise of the chatbot

Chatbot’s have helped in streamlining the activities, mechanizing client bolster, and giving a more advantageous and agreeable client encounter. Minimal setup, easy integration, and accessibility via a discussion medium are the key drivers in chatbot selection. Here are three cases of chatbot’s being implemented in the banking sector:


In January, the Commonwealth Bank of Australia (CBA) launched its in-house bot Ceba to more than a million customers, and which at last count could boast of being able to perform 200 tasks. But CBA expects that by the end of the year, this number will hit the 500-mark, while Ceba will also be able to successfully discern 500,000 different ways customers may ask for different banking activities.


Nina is Swedbank’s AI chatbot, which has been in operation for around two years. In addition to answering customer questions on an online chat platform, Nina can also pass on more complex calls to members of staff. The bot has managed to achieve a 78-percent first-contact resolution within the first three months, in addition to a customer adoption rate of 30,000 conversations per month during this time.

Bank of America

Bank of America has announced that it is aggressively rolling out Erica, its virtual assistant, to all of its 25 million mobile banking consumers. Using voice commands, texts or touch, BofA customers can instruct Erica to give account balances, transfer money between accounts, send money with Zelle, and schedule meetings with real representatives at financial centers.

With specific equipment being furnished with consistently expanding handling capacity to empower more vigorous AI frameworks, and boundlessly enhanced foundation to mine and feed information to such frameworks for much more noteworthy abilities, the Banking industry is currently understanding the degree to which machine insight can emphatically redefine how it works. All things considered, some sensational changes currently linger not too far off for this industry.