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Report

Improving customer experience through automation, AI, and bots for financial services

Forrester bots for financial services report cover

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.

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Valuable first impressions

80% of financial institutions agree their customers are likely to walk away if they don’t get value in their first interaction.

Automating tasks

Companies turn to automation, AI, and bots for financial services marketing, sales, and customer support tasks.

Higher CSAT and revenue

Financial institutions that use automation, AI, and chatbots see higher than planned revenue growth and customer satisfaction scores.