?????? 埃森哲銀行（Accenture，咨詢公司）報告顯示：人工智能將是未來三年內(nèi)銀行與客戶互動的主要途徑。蘇格蘭皇家銀行（RBS）等銀行，越來越多地使用chatbots來回答客戶查詢。AI將幫助銀行創(chuàng)造一個更加人性化的客戶體驗(yàn)。人們認(rèn)為技術(shù)將導(dǎo)致銀行業(yè)越來越自動化，越來越少的個性化，但是這些技術(shù)實(shí)際上可以幫助銀行業(yè)更加個性化。?人工智能給人的印象是銀行對他們的了解很多，在許多方面還可令銀行回歸與客戶進(jìn)行交往的感覺。消費(fèi)者對銀行業(yè)的態(tài)度表明，客戶也愿意擁抱AI。有了Netflix，客戶習(xí)慣于在后臺為智能手機(jī)提供建議，消費(fèi)者很樂意接受機(jī)器人關(guān)于銀行產(chǎn)品的建議。未來銀行業(yè)務(wù)將變得更簡單 ，人們可以在社交媒體平臺（如Facebook Messenger和WhatsApp）上進(jìn)行交易。
??????埃森哲目前正在與一些英國銀行合作，讓客戶與銀行互動。通過亞馬遜的智能家居演講者Alexa，銀行可獲得中立信息和轉(zhuǎn)賬資金。銀行可以使用Alexa一類系統(tǒng)，轉(zhuǎn)換與客戶的對話，減少填表。絕大多數(shù)客戶都不想坐下來登錄一個網(wǎng)站，而是要自然地和人互動。絕大多數(shù)客戶都希望能夠輕松實(shí)現(xiàn)數(shù)字互動，并能夠與人交流。人們想要和人對話，因?yàn)锳I越來越能夠自動復(fù)制（并回答），所以人們普遍不喜歡和機(jī)器說話。RBS和NatWest （國民西敏寺銀行集團(tuán)，目前全球最大資本質(zhì)量最佳的銀行集團(tuán)之一）開始測試一個AI客戶服務(wù)聊天室， 瑞典銀行的Nina網(wǎng)絡(luò)助理現(xiàn)在每月平均有3萬次對話，可以處理350多個不同的客戶問題。
Artificial intelligence will be the main way that banks interact with their customers within the next three years, a report from consultancy Accenture has suggested.Banks such as Royal Bank of Scotland (RBS) are increasingly using chatbots to answer customer queries.The report examined the views of 600 bankers and other experts.Many, perhaps ironically, felt that AI would help banks create a more human-like customer experience."The big paradox here is that people think technology will lead to banking becoming more and more automated and less and less personalised, but what we've seen coming through here is the view that technology will actually help banking become a lot more personalised," said Alan McIntyre, head of the Accenture's banking practice and co-author of the report, Banking Technology Vision 2017.
"(It) will give people the impression that the bank knows them a lot better, and in many ways it will take banking back to the feeling that people had when there were more human interactions."A similar report conducted by Accenture, looking at consumer attitudes to banking, suggests that customers too are willing to embrace AI."With things like Netflix, customers are used to smart AI offering advice in the background and we found consumers are surprisingly willing to accept robotic advice about banking products," Mr McIntyre told the BBC.In future he envisages banking will be made much simpler - with people able to conduct transactions on social media platforms such as Facebook Messenger and WhatsApp.
Accenture is currently working with a number of UK banks to allow customers to interact with their banks - get balance information and transfer money - via Amazon's smart home speaker Alexa.He also imagines how banks could use systems such as Alexa to transcribe conversations with customers to cut down on "form-filling"."Rather than sit down and log on to a website, people want to interact naturally," said Mr McIntyre.The vast majority of customers, according to Accenture, want both easy digital interactions and the ability to speak to a human."People want a dialogue and as AI is more and more able to replicate that, so it doesn't feel like speaking to a machine," he said.RBS and NatWest began testing an AI customer service chatbot, dubbed Luvo, in December and in Sweden, Swedbank's Nina web assistant now has an average of 30,000 conversations per month and can handle more than 350 different customer questions.
????? 歡迎加入人工智能工作群組（現(xiàn)有群友為美、英、日、印等國及中國專家學(xué)者和專業(yè)人員一百余人），請?zhí)砑游⑿?8476030（注明：參加“人工智能工作群組”，所在部門及從事領(lǐng)域）。
