Study: Improving customer experience through automation, AI, and chatbots: A spotlight on financial services

Cover of Forrester's AI study for the financial services industry

<lead>LivePerson commissioned Forrester Consulting to evaluate the use of AI and automation in the financial services customer journey. Forrester conducted an online survey and found that companies must use automation, AI, and humans together to deliver interactions that are in line with customer expectations. This combination drives loyalty, satisfaction, and revenue, while giving companies invaluable access to additional data on interactions.<lead>

Get the report to find out how:

  • Eighty percent of financial institutions agree their customers are likely to walk away if they don’t get value in their first interaction.
  • Companies turn to automation, AI, and chatbots for marketing, sales, and customer support tasks.
  • Financial institutions that use automation, AI, and chatbots see higher than planned revenue growth and customer satisfaction scores.