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Knowledge helps banks deliver service and compliance

The banking sector faces specific challenges in transforming its business for the digital age.

Using AI knowledge for a no-effort experience

At my local takeaway, I order the same thing every week. The staff never ask what I want. They simply say, “Mixed vegetable fried rice?”, take the container I pass over the counter and return it filled with steaming goodness. Years ago, when I lived in London, I regularly visited a bookshop tucked away in a court off the Charing Cross Road. Through repeated purchases, the manager grew familiar with my obscure collecting habits. When, as part of a job lot, he acquired a vintage magazine he thought I would like, he saved it behind his counter and threw it in with my next purchase for free.

Low-effort knowledge part 2: for editors

Content editors are the life of a knowledgebase. If they are engaged with the project, knowledge will remain vibrant, accurate and up to date. If editors aren’t engaged, the knowledgebase will become somewhere content goes to die. The usability of the knowledge management system is an important factor in editors’ productivity and enthusiasm.

Gaining sales from knowledge automation

When we talk about the benefits of automating customer service, we often focus on addressing negative things. We have costs; automation will reduce them. Customers are frustrated; automation will serve them more efficiently.

Low-effort knowledge part 1: for customers

User effort is key to the adoption of self-service knowledge. The goal of self-service is for users to find the information they need without escalating their enquiry to a contact centre, thus reducing pressure on agents and lowering costs. This goal can be achieved only if self-service is genuinely easier than calling the contact centre

For customer experience, AI must be substance not form

In a recent blog post, Gartner analyst Michael Maoz observed that the mere presence of AI in a CRM system or on a website doesn’t guarantee customers will find help easily. Not if the AI is less intelligent than its designers imagine it is. Or, even worse, if the AI is “artificial, superficial, condescending, or insulting”.