Abstract
In the changing financial environment, improving customer experience is essential for banks. A fundamental aspect of this experience is Customer Support Services (CSS). The banking business has traditionally utilized technology tools such as Interactive Voice Response (IVR) Systems and chatbots; nevertheless, their rule-based design frequently limits their adaptability. This study investigates the capacity of Generative AI to revolutionize Customer Support Services within the banking sector. In contrast to conventional systems, Generative AI's capacity to produce original material facilitates a more tailored and contextually aware engagement. We have evaluated traditional approaches against sophisticated Generative AI capabilities using a scenario-based methodology. The findings elucidate how Generative AI may transform Customer Support Services across digital platforms, ensuring an enhanced customer experience.
Published Version
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