TECH SUPPLIER Jun 2020 - IDC Survey - Doc # US45821920

U.S. Consumer Banking Survey: AI, Chatbots, and Conversational Banking Need to Lead Digital Experiences — Customers Not Yet Convinced

By: Marc DeCastroResearch Director, Consumer Banking

On-line Presentation


This IDC Survey presents key findings focused on the AI, chatbots, and conversational banking experiences from IDC's 2019 Financial Insights U.S. Consumer Channel Preference Survey and banks latest IT investment trends from IDC's May 2020 COVID-19 Impact on IT Spending Survey (survey conducted during May 21–28).

This consumer channel survey has been conducted annually by IDC Financial Insights over the past decade and provides customer sentiment and usage across the entire omni-channel experience, including branch, ATM, online banking, mobile banking, payment and money movement, conversational banking, chatbot, contact center, and account opening and onboarding experiences. While the results of this document focus on the U.S. market, the survey was conducted in both the United States and across five of the major countries in Europe.

"Things are changing rapidly when it comes to how banks and consumers are looking at AI solutions including chatbots and conversational banking offerings," stated Marc DeCastro, research director, IDC Financial Insights. "Banks have identified AI-related solutions for rapid investment due to the global pandemic as they look to bolster their digital self-service offerings even though many customers have yet to fully embrace these technologies."


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