F E A T U R E
F E A T U R E
rolled out basic chatbots and self-service tools – only to find them frustrating for both customers and staff. This isn’ t a failure of technology, but of orchestration.
The goal is not to replace humans but to augment them. High-performing banks distinguish between automation for efficiency and automation for engagement. When orchestrated intelligently, bots can handle up to 65 % of inbound requests, from account balance queries to payment updates, while seamlessly escalating more complex needs to live agents.
environment that eliminates the chaos of switching between siloed platforms. Fragmented set-ups – Microsoft Teams for meetings, Zoom for customer calls, separate call centre interfaces and disconnected CRMs – cause cognitive overload, slow down resolution times, increase compliance risk and damage morale.
By integrating communications, data and workflows into a single platform, banks can not only improve agent productivity but also boost compliance. For example, deploying platforms equipped with no-code dialogue builders and smart automation enables frontline managers to improve services without relying on IT.
In fact, AnywhereNow has observed up to a 30 % reduction in call handling times simply by unifying workflows and communications.
But the benefits extend beyond efficiency. In a tight labour market, tools that
Jon Burghart, Chief Revenue Officer, AnywhereNow
simplify workflows and reduce stress also improve staff retention and recruitment. Empowered employees are more likely to stay – and more capable of delivering the kind of service that builds lasting customer trust.
To foster digital dexterity, institutions should consider five key actions:
1. Consolidate tools – Reduce platform switching to minimise cognitive load 2. Invest in no-code solutions – Empower managers to adjust services without IT support 3. Offer continuous microlearning – Deliver bite-sized training to keep staff skills sharp 4. Reward digital champions – Recognise employees who adopt and promote best practices 5. Embed feedback loops – Use employee insights to refine technology and workflows.
AI that works: Automation without alienation
AI is often pitched as a silver bullet, but many financial institutions have already
Context is key. AI-powered voice and chatbots must have access to real-time customer data to deliver personalised support. For instance, if a customer asks for recent statements, they should not be forced to reauthenticate or navigate multiple menus. Smart conversational AI can securely identify the customer and complete the task in seconds.
Rather than stripping away the human touch, well-deployed AI enhances it. Predictive routing can connect high-value customers to experienced agents or identify when a frustrated caller needs immediate escalation. These capabilities not only improve satisfaction and prevent churn – they also surface upsell opportunities in real time.
Leading AI use cases in banking contact centres include:
1. Predictive routing – Connecting key customers to skilled agents in real time 2. Conversational AI – Resolving routine inquiries without human intervention 3. Sentiment analysis – Detecting frustration or urgency during interactions 4. Fraud detection – Flagging suspicious behaviour in real time 5. Proactive outreach – Reaching out with timely offers or updates based on behaviour.
Legacy platforms are costing more than you think
The cloud vs. on-premises debate is over. Institutions still tied to legacy infrastructure are not just falling behind – they’ re increasing their risk exposure.
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