At the latest within two years, most contacts with the bank will take place in Poland through the so-called bots, or programs that perform specific activities as a substitute for people – assessed on Wednesday the participants of the “Bank of the Future” panel in Warsaw. The discussion panel was held as part of the 12th Banking Risk Congress.
Managing director at the Singapore DBS Bank, Adam Grabarczyk, said that the institution introduced in India 18 months ago very technologically advanced bots that serve customers by voice. By the end of September, the program responded to over 4 million questions from customers. “72 percent all inquiries that are sent to the bank are serviced by bots. When it comes to the accuracy of the answers, 85% of them does not require human support “- he stressed.
Grabarczyk reported that the bank acquired over 1.7 million new clients in 18 months.
As he explained, the client, when contacting the bot, does not need to know what the product is called. The program allows checking account balances or simple transactions between accounts. The most popular function is the ability to search transactions, much more efficient than traditional filters, because using language as in a conversation with a human being.
DBS Bank is starting to develop this type of service also in Singapore, where it has already 300,000. inquiries, and in Indonesia (50,000) inquiries. Hong Kong and Taiwan also have plans.
“We do not have to build huge call center structures to handle huge volumes. It is also effective in sales, marketing. Bot quickly learns and is available 24 hours a day and 7 days a week. It is faster in answering more complicated questions “- stressed Grabarczyk.
In the opinion of the vice-president of ING Bank Śląski SA, Marcin Giżycki, similar solutions in Poland may start to operate relatively quickly, “within a year, two”. “We have an internal system in the bank, our employees talk about all products or problems with artificial intelligence, such a simplified agent, chat-bot; and this is already working “- he stressed.
According to the managing director at Alior Bank SA, Bruno Ferreira, in two years Poland will be able to contact the bank with bots on a similar scale as in Asia. “We have a chat-bot, not as developed as DBS, but we serve customers in this way, it’s already happening,” he stressed.
In the opinion of the CEO of Inbank Polska SA, Maciej Pieczkowski, such technology will come to Poland much faster than in two years, maybe even within 12 months. As he noted, the example of the bank DBS shows how to enter the market, where physical presence is impossible to implement.
“Starting from the Estonian market, the most digitized EU market, we have completely different challenges (…) we have to respond to the needs of the client who encounters technologically advanced solutions on a daily basis” – he noted.
Grzegorz Ostrowski from mBank SA did not agree with the possibility of a short period of implementation in Poland of such advanced solutions. “Within 12 months, the scale of the phenomenon will not appear on the Polish market, so that 72 per cent. contacts were serviced by the bot. I think it will occur, but in the long run “- he estimated.
The Vice President of Biuro Informacji Kredytowej SA (BIK) Sławomir Grzelczak drew attention to the communicator operating in China, WeChat, which denied banks from the data collection process. Sam collects these data, but unfortunately he does not share them. “The communicator knows a lot about customers, it is a combine harvester, because you can order home shopping through it, a taxi, etc.” – noted Grzelczak.
The vice-president of BIK pointed out that in this case the banks were reduced to the role of service providers, without knowledge of data, without “fuel for this machine learning”. He stressed that another model is proposed by BIK, which integrates, but at the same time provides data from various sectors.
“With banking data, we can talk to various sectors, such as telecoms, to make anonymised analyzes, draw conclusions and then share these data, of course, commercially” – he explained.
“Banks must look where they have fuel, because if they leave the field like they did in China, they will only be in the background” – he noted.
The 12th Banking Risk Congress is the largest annual meeting of financiers and bankers dedicated to new challenges in risk management in the banking sector. The organizer of the congress, which this year is being held for the 12th time, is the Credit Information Bureau, and its host – the president of BIK, dr Mariusz Cholewa.
source: PAP Press Center