Transforming retail banking with AI
The emergence of generative AI offers an opportunity to democratize high-end banking services.
“We strive to bring the private banking experience to the retail market,” says Bentzi.
“Generative AI allows us to transform customer interactions through automation and co-piloting of engagement models, enabling business leaders and advisors to provide enhanced advice to customers.
However, he stresses the importance of maintaining adequate oversight, particularly given the industry’s dependence on approved professionals.
“The whole system is built around approved individuals who are authorized to provide product-specific advice.
“Whether they are mortgage advisors, investment advisors or insurance advisors, these licensed professionals form the foundation of our banking structure.
Looking ahead, Bentzi envisions a fundamental shift in the way banks approach their services.
“The future of banking must be fluid. We often misinterpret banking products: a mortgage is not the product, but the house. A deposit account is not a product, it is the possibility of saving for education or the purchase of a car.
“Banks need to move from a product-based approach to an experience-based model that focuses on understanding and meeting customer needs. »
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