Lessons Learned from Implementing Conversational AI in Banking in the UAE
This IDC Perspective examines best practices for businesses implementing conversational AI. It is based on the experiences of financial services organizations in the UAE that are using conversational AI in external self-service use cases."Conversational AI has been a key investment area of organizations across government, retail, finance, and utilities, primarily driven by the organizational priorities to deliver differentiated customer value. Some organizations have embarked on this journey earlier than others and have accumulated significant know-how. Organizations should treat these projects in a strategic manner. Organization-wide alignment and implementing a change management process up front define the success of these projects and ensure continuous customer value delivery." — Associate Research Director Melih Murat, IDC Middle East, Turkey, and Africa
Please Note: Extended description available upon request.
- Executive Snapshot
- Situation Overview
- Conversational AI Best Practices
- Drive Customer Service Innovation: Focus on Customer Intent Fulfillment
- Organization-Wide Alignment with Revised Processes, Goals, and KPIs
- Adopting a Phased/Iterative Approach to Ensure Service to All Customers
- A Process to Maintain the AI Platform and Experiment on AI Technologies
- Advice for the Technology Buyer
- Understand the Communication Preferences of Different Customers
- Implement a Change Management Strategy and Governance Mechanism
- A Phased Implementation Approach
- Implement a Continuous Improvement Process to Manage the Model
- Learn More
- Related Research
- Synopsis
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