【智能之心】人工智能主宰银行业务

       埃森哲银行（Accenture，咨询公司）报告显示：人工智能将是未来三年内银行与客户互动的主要途径。苏格兰皇家银行（RBS）等银行，越来越多地使用chatbots来回答客户查询。AI将帮助银行创造一个更加人性化的客户体验。人们认为技术将导致银行业越来越自动化，越来越少的个性化，但是这些技术实际上可以帮助银行业更加个性化。 人工智能给人的印象是银行对他们的了解很多，在许多方面还可令银行回归与客户进行交往的感觉。消费者对银行业的态度表明，客户也愿意拥抱AI。有了Netflix，客户习惯于在后台为智能手机提供建议，消费者很乐意接受机器人关于银行产品的建议。未来银行业务将变得更简单 ，人们可以在社交媒体平台（如Facebook Messenger和WhatsApp）上进行交易。

      埃森哲目前正在与一些英国银行合作，让客户与银行互动。通过亚马逊的智能家居演讲者Alexa，银行可获得中立信息和转账资金。银行可以使用Alexa一类系统，转换与客户的对话，减少填表。绝大多数客户都不想坐下来登录一个网站，而是要自然地和人互动。绝大多数客户都希望能够轻松实现数字互动，并能够与人交流。人们想要和人对话，因为AI越来越能够自动复制（并回答），所以人们普遍不喜欢和机器说话。RBS和NatWest （国民西敏寺银行集团，目前全球最大资本质量最佳的银行集团之一）开始测试一个AI客户服务聊天室， 瑞典银行的Nina网络助理现在每月平均有3万次对话，可以处理350多个不同的客户问题。

Artificial intelligence will be the main way that banks interact with their customers within the next three years, a report from consultancy Accenture has suggested.Banks such as Royal Bank of Scotland (RBS) are increasingly using chatbots to answer customer queries.The report examined the views of 600 bankers and other experts.Many, perhaps ironically, felt that AI would help banks create a more human-like customer experience."The big paradox here is that people think technology will lead to banking becoming more and more automated and less and less personalised, but what we've seen coming through here is the view that technology will actually help banking become a lot more personalised," said Alan McIntyre, head of the Accenture's banking practice and co-author of the report, Banking Technology Vision 2017.

"(It) will give people the impression that the bank knows them a lot better, and in many ways it will take banking back to the feeling that people had when there were more human interactions."A similar report conducted by Accenture, looking at consumer attitudes to banking, suggests that customers too are willing to embrace AI."With things like Netflix, customers are used to smart AI offering advice in the background and we found consumers are surprisingly willing to accept robotic advice about banking products," Mr McIntyre told the BBC.In future he envisages banking will be made much simpler - with people able to conduct transactions on social media platforms such as Facebook Messenger and WhatsApp.

Accenture is currently working with a number of UK banks to allow customers to interact with their banks - get balance information and transfer money - via Amazon's smart home speaker Alexa.He also imagines how banks could use systems such as Alexa to transcribe conversations with customers to cut down on "form-filling"."Rather than sit down and log on to a website, people want to interact naturally," said Mr McIntyre.The vast majority of customers, according to Accenture, want both easy digital interactions and the ability to speak to a human."People want a dialogue and as AI is more and more able to replicate that, so it doesn't feel like speaking to a machine," he said.RBS and NatWest began testing an AI customer service chatbot, dubbed Luvo, in December and in Sweden, Swedbank's Nina web assistant now has an average of 30,000 conversations per month and can handle more than 350 different customer questions.

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