Financial services aren’t tacos

Ever had the urge, when “chatting” online with a customer service representative, to ask, “Are you a real person or a bot?” That applies to those conversations that go so well, and seem to be so personalized, that you can’t believe you are talking to a “robot.” Thing of it is, not all conversations with bots go quite so well. And that’s why Forrester Research analyst Peter Wannemacher wrote a report, Bots Aren’t Ready To Be Bankers. “While someone may not fret much when ordering a taco is clunky or doesn’t work, the stakes are too high when it comes to actions and advice related to people’s money,” writes Wannemacher. One national pizza chain does offer bot-based ordering. He says it’s not quite perfect. Wannemacher believes that bank digital teams…


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