Bank Customers Increasingly Prefer Chatbots

In the first quarter of 2024, the rate of online dialogues in the total volume of customer communications with banks in Russia increased to 46%. A year earlier, this figure amounted to 37%. Almost all large banks use chatbots for online communication. However, phone calls remain the most popular way to communicate: they account for 52%.

These data come from the Russian Standard Bank. Its experts conducted an analysis of upcoming customer requests in 2023 and the first quarter of 2024.

In 2024, bank chats were most often used to consult about card accounts and loans, as well as to request a statement or verification letter.

In addition, banks are introducing other tools for communication with customers. “Everything is moving towards simplifying the user experience and the Customer Journey Map, which means minimizing the time and labor costs on the customer’s part when using financial services. As part of the trend, we can expect further development of voice assistants and personal assistants that will be able to adapt to the nature and needs of the customer. Given the high competition in the financial services sector, it is not enough to have a good product: now you also need to attract customers on an emotional level,” said Maxim Zharov, customer service manager at Cinimex.

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