Only 6% of retail banks have built an enterprise roadmap to drive AI-driven transformation at scale - Seite 3

Bank employees reported to be most enthusiastic about generative AI copilots’ potential to automate fraud detection, data visualization and analytics, as well as drafting and sending personalized content to customers. The report determines that banks could optimize up to 66% of the time spent on operations, documentation, compliance, and other onboarding-related activities through AI-powered intelligent transformation and generative AI copilots.

Conversational AI could alleviate customer call abandonment
The pandemic shifted customer service offers across to digital channels as self-service tools like chatbots became the norm. Despite this change, customers express dissatisfaction. Nearly two-in-three (61%) bank customers contacted agents because they were unhappy with chatbot resolutions, while 17% simply distrusted chatbots and preferred human agents.

Traditional rule-based chatbots lack the flexibility and adaptability of advanced AI-driven systems due to their inability to handle complex or unanticipated queries. More than 60% of customers rated their experience with chatbots as only average. These conditions mean that call abandonment is on the rise, reaching 12% for Tier I banks and nearly 18% for Tier II banks globally⁴. According to the report, banks should create intelligent contact centers that leverage chatbots with conversational AI capabilities and intelligent copilots to assist agents in their day-to-day tasks.

Report Methodology  
The World Retail Banking Report 2024 cites regional statistics in Capgemini's proprietary market-sizing model, as well as interviews with Capgemini’s partners including Microsoft, Salesforce and Temenos. For this report, the Capgemini Research Institute surveyed more than 250 retail banking executives, 1,500 banking employees and 4,500 banking customers. The report focused on 14 markets – the United States, Canada, the UK, France, Germany, Spain, the Netherlands, the United Arab Emirates, Singapore, Hong Kong, Japan, China, India, and Australia.

About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.