We live in an area where digital transformation is no longer optional.
Increasingly innovative, automatics and smart, the so-called disruptive technologies like Robotic Process Automation (RPA) and Artificial Intelligence (AI), have been allowing many sectors to optimize their services to continue business in an increasingly multi-connected world – especially boosted by the Coronavirus pandemic.
In the financial sector, it was no different at all. To improve customer service, in addition to mitigating frauds and cyberthreats, more and more companies in the field are investing in AI and RPA tools.
78% of companies in the financial sector are using Artificial Intelligence and RPA, according to a survey
It is not new that AI and RPA have been used by companies.
In 2019, surveys have registered that technology presented an exponential growth of 60% if compared to the previous year.
Today, showing positive results, these technologies have driven innovation across the financial sector.
According to the “State of AI in Financial Services” survey, most companies in the financial industry (78%) use AI and RPA enabled applications to improve services and reduce frauds.
Usually, these applications came with Machine Learning, Deep Learning or high-performance computing.
AI and RPA help financial organizations to improve their services and fight against frauds
Artificial Intelligence and RPA allow to automate accurately, quickly and efficiently repetitive tasks that demand a long time to complete.
Data from the Forrester Consultancy revealed that by optimizing tasks that require almost 50% of employees’ time, they can dedicate themselves to more strategic services, like customer support. In the face of this possibility, 80% of CEOs and leaders consider AI and RPA essential solutions to make teams and customer service more efficient.
When combined with machine learning and high-performance computing, it becomes possible for financial institutions to gain relevant insights about their customers and provide a more efficient, humanized and personalized service according to your needs.
These technologies still allow to reduce operational costs and detect frauds.
With more than 70 billion real-time payment transactions processed globally in 2020, financial organizations need robust systems to avoid frauds and reduce costs.
According to the survey “State of AI in Financial Services”, the detection of frauds involving payments and bank transactions were the top AI and RPA use case among respondents (31%), followed by conversational AI (28%) and algorithmic trading (27%).
The survey has also identified a significant growth in the percentage of financial institutions that invest in Artificial Intelligence and RPA use cases each year. AI for subscription has increased fourfold, from 3% penetration in 2021 to 12% this year. Conversational AI jumped from 8% to 28% from one year to the next, a 3.5x increase.
Meanwhile, AI-enabled applications for fraud detection, like Knowing Your Customer (KYC) and Anti-Money Laundering (AML), had a growth of at least 300%, according to the survey.
The use of AI and RPA is a trend, according to experts
According to experts, AI and RPA technologies carry infinite potential within the financial sector and this is just the beginning of what data analysis and process automation can provide.
These professionals claimed that the use of these technologies is a trend that is being embraced by many financial organizations, from the most recent fintech’s to old banks.
According to them, soon the use of AI and RPA should be common not only in the financial sector, but also all over the world, especially in terms of ensuring greater security.
Recent research estimates that the spending on AI and RPA is expected to be around $12 billion until 2023 and the trend is that the value will keep growing in the next few years.
Such estimation is due to the fact that intelligent automation can be adopted by businesses of any kind and size, allowing people to continue performing their tasks productively, in addition to reinventing themselves in a world where digital transformation is mandatory.
The same research claimed that RPA should come at the heart of a hyper automation, i.e., identifying and automating as many deals and tasks as necessary. Besides that, this automation should be combined with complementary technologies like Machine Learning, Process Mining, Analytics and User Experience (UX), to provide the answers that companies and people so desperately need.
According to experts, sectors like financial, marketing, sales and customer experience will start to use AI and RPA to understand processes and negotiations, learn how to better interact with customers, improve the CX and differentiate itself from the competition, being a trend that should persist even in the post-pandemic.
DNK Infotelecom offers the best AI and RPA solutions in the market
Aligned with the market trends and needs, DNK offers the best solutions for Call Center and Contact Center, like AI and RPA solutions, being specialized in the development of high-performance products, solutions and services for companies in the area.
The use of last generation technologies together with a team of experienced professionals, took DNK to constantly innovate to transform the experience of customers and partners with their consumers. DNK cherishes security and excellence in customer service, providing their partners with tools and platforms with innovative and customizable functions in order to guarantee a satisfactory and unforgettable Customer Experience.
DNK’s solutions are smart and provide performance reports in real-time, which helps leaders and operators to analyze KPIs and identify possible optimizations in customer service.
Besides that, DNK constantly conducts satisfaction surveys to increasingly improve its service, based on the opinion of its customers.
With DNK’s products and services, customer service is made through an integrated omnichannel platform, which connects all service channels (WhatsApp, voice, web, chat, among others) with fast customer’s data and information recovery, in order to provide a complete and satisfactory management of customer journey with differentiated results, maximum security and in compliance with the standards required by the LGPD. The company is recognized by the market and awarded by its solutions and successful cases.
Winner of the “Best Self-service Solution” category in the XXI Modern Customer Award and champion of the silver trophy at the 2020 Cliente SA Award, in the “Leader in Innovation Strategy” category, in partnership with a customer, DNK understands that a well-served consumer is the secret to successful service.
