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More personalized customer communication
Little by little, financial services have discovered another application of AI: better understanding the customer and their behavior by collecting data and optimizing the customer experience. Tools analyze text and speech from consumer interactions and lead to the implementation of ‘chatbots’, which are now thriving on most websites.
Will we soon receive AI-generated proactive and individualized proposals for additional savings, investment or insurance products? Patrice Latinne nuances: “ChatGPT, and generative AI in general, has immense potential at multiple strategic and operational levels of financial services. Generative AI allows you to go much further in customer communication with higher added value without much technical knowledge. You can formulate varied and multimedia answers - text, image, sound, video - in any language, in a personalized communication style.
Most importantly, the technology allows us to automate various background tasks in an instant, even while the conversation with the customer is in progress. Drawing up a contract, identifying the warranty or calculating the right commercial discount, while measuring customer satisfaction by reading their face and listening to their voice. That will simplify the work of the account manager. Today this is already technically possible, but the financial services are determined to maintain control.”
The most visible prospect for the customer will be that of ‘augmented’ banking or insurance advisors. These are assisted by AI to communicate with consumers faster and in a more personalized way. That is also what Belfius – like most players in the sector – currently uses.