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Overview

Pandemic has accelerated Digital Transformation across various sectors including Banking. Due to covid-19, foot falls in the Banks have drastically reduced whereas the usage of digital properties including web and mobile as well as asynchronous messaging channels such as WhatsApp, Facebook, SMS have increased. As per the global survey by Forbes, 95% of consumers tend to use Digital Banking post pandemic. To meet the customers’ expectations, to deliver 24*7 customer service and to enhance their digital experience, Banks will have to extend their digital presence where its consumers are. But assigning humans to these channels to resolve customer queries can increase expenses significantly and is highly unscalable. So, the major point of concern for the banking executives is…