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Published in:
2022 | OriginalPaper | Chapter
11. Conversational Banking
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Abstract
For the past 20 years, banks have attempted to build technology to engage customers in human and human-like conversations. They have been using call centres and IVR as voice channels for the past two decades. However, they have not been able to provide human-like conversation, mainly due to technology limitations. Conversational banking aims to change all this and enable human-like conversation with the machines of the bank, by the customers, employees, and prospective customers.