AI in banking sector can effectively work with customers' emotions, O. Klymenko

AI in banking sector can effectively work with customers' emotions, O. Klymenko

Artificial intelligence used in banking products and services can effectively work with customer emotions and increase empathy.

This opinion was expressed by Oleg Klymenko, a member of the board of OTP Bank responsible for the retail business development, during the Digital Banking Conference 2023.

"If we are looking for a component to apply AI that will affect the business development, then it can, for example, be related to emotions. An example of what we already do in the bank with the help of AI: when a client calls the Information Center, the program converts the conversation between the manager and the client into text. Further, artificial intelligence can break down this conversation into components: so we can see whether the client was offered the optimal way to solve the problem and adjust processes and products, learn, if necessary. And most importantly, we can track the emotion from the beginning to the end of the conversation, both for the client and the manager. Knowing the client's emotion, it is possible to develop relations with the client in a more effective and balanced way. This is one of the components of gentle banking," he said.

The banker forecasted that in the near future the security topic will be TOP-1 in working with artificial intelligence.

"What we called 'fraud' two years ago was mainly related to cards. Now, social engineering has gone beyond these limits, it is connected to almost all account balances that a customer has. Because no matter what we do, safety will always be a priority. There are already many regulatory norms surrounding this issue, and breakthrough digital solutions must be constantly developed," O. Klymenko emphasized.

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Public Joint Stock Company OTP Bank is a subsidiary of OTP Bank, which is the largest independent Central-Eastern-European banking group. JSC OTP Bank is one of the largest domestic banks, a recognized leader in the financial sector of Ukraine. The Bank provides a full range of financial services to corporate and private customers, as well as to small and medium enterprises. The bank entered the Ukrainian market in 1998, and since then it enjoys a staunch reputation of socially responsible, reliable and stable institution providing its consumers with services of European quality standard.

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