BSI Customer Suite

The demand for banking advice that is digital, objective and available around the clock is growing, especially among Generation Z (Gen Z). Conversational AI makes this possible: it offers personalised and efficient advisory solutions that complement traditional services. This article shows how artificial intelligence can be used to close the digital advisory gap in banking.

Customers expect simple, digital solutions from their bank. But what has long been taken for granted in everyday life, such as booking a hotel, often proves to be tedious in the world of finance and insurance: fragmented services, confusing app landscapes and long service paths. The result is frustration and a growing willingness among customers to switch banks. Banks are falling behind on their promise of convenience. The following article shows how banks can remain relevant in their customers‘ everyday lives with platform solutions.

The Instant Payments Regulation (IPR) initially included a directive for EBICS clients that would have caused significant issues starting in October: SEPA and instant payment files containing only a single transaction would have been required to undergo mandatory IBAN name verification without the option to opt out. As a result, these files could only have been processed through subsequent approval via VEU. Institutions and clients lacking the necessary software and process support would no longer have been able to submit such payments. European supervisory authorities have now responded by granting a transitional period – as confirmed by BaFin in its FAQs on the IPR. This provides banks and EBICS clients with valuable time to adapt their systems and processes.

Personalisation is a must. According to the latest Customer Experience (CX) Score Study by msg, personalisation is the key to customer loyalty in retail banking. In this article, you will learn what bank customers expect and how personalisation can be successfully implemented in banking.