Enhancing Customer Support Services in Banking Using Generative AI

Amid the evolving financial landscape, enhancing customer experience remains paramount for banks. One key area underpinning this experience is Customer Support Services (CSS). While the banking sector has historically employed various technological aids like Interactive Voice Response (IVR) Systems and chatbots, their rule-based nature often renders them less versatile. This research explores the potential of Generative AI in transforming Customer Support Services in banking. Unlike traditional systems, Generative AI’s ability to create unique content offers a more personalized and context-aware interaction. We have compared conventional methods with advanced Generative AI capabilities through a scenario-based approach. The findings provide insights into how Generative AI can revolutionize Customer Support Services across digital platforms, promising an enriched customer experience.