How Conversational Banking Is The Future Of Customer Experience In 2024

Kalyani Tangadpally
4 min readJan 29, 2024

AI is not a new concept in banking. Ever since the first ATM emerged on the banking horizon, transactions have moved from offline to online with astonishing speed. With the enrichment of AI, online banking has become more affordable and accessible for banks and customers respectively.

Conversational AI in banking, or “conversational banking,” represents a shift from impersonal, robotic interactions to personal bank-bots that juggle multiple requests with a human touch. The key to banking success is a stellar customer experience.

With the advent of conversational and digital banking, consumers now have a better way to bank. Conversational banking allows customers to interact with their banks through natural conversation, making doing things easier and more convenient.

Customers can use conversational banking technologies to:

Get quick answers to common questions: Instead of waiting on hold or searching through a website, customers can get quick answers to common questions through a chatbot. This saves time and frustration.
Get help when they need it: When customers need help with more complex tasks, they can chat with a human customer service representative through a chatbot. This way, they can get the help they need without ever leaving the app or website.
Find the right product or service: Customers can use chatbots to find the right product or service for their needs. By asking questions about their goals and providing personalized recommendations, banks can ensure that customers find the right products and services for them.
Use their preferred channel: Some customers prefer to communicate via chat, while others prefer voice or text. By offering a chatbot, banks can provide customer satisfaction with the ability to communicate through their preferred channel.
Save time: Customers can use chatbots to quickly get the information they need without having to wait on hold for a customer service representative. This can save both the customer and the bank time.
Get 24/7 support: Chatbots can provide answers and initiate support tickets 24 hours a day, 7 days a week. This is especially useful for customers who need assistance outside of normal business hours.
Reduce frustration: Chatbots help reduce frustration by providing quick and easy access to information. By eliminating the need to wait on hold for a customer service representative, chatbots help make the customer experience more efficient and enjoyable.

How Much Does it Cost to Develop a Mobile Banking App?

While the benefits of banking apps are obvious, there is a cost associated with their development. These costs can vary significantly depending on a variety of factors, including the complexity of the app, the platform it is targeted at, security considerations, and the features offered.

Without a clear understanding of these cost factors, financial institutions and entrepreneurs risk embarking on an expensive and unpredictable app development journey.

Understanding mobile banking app development cost is not just about budget.

It’s about making informed decisions, setting realistic expectations and maximizing return on investment. Whether you’re a financial institution looking to improve your digital presence or an entrepreneur looking to build the next breakthrough fintech app, understanding the financial aspects of the development process is critical to success.

Future Of Customer Experience with Conventional Banking

As the banking industry continues to evolve, one of the ways it will change is from prescribing a need to providing experience. This means that banks and other financial institutions focus more on providing a positive and enjoyable experience to their customers, rather than simply providing a service necessary to perform financial transactions.

There are several factors contributing to this change:

Growth of digital banking. As more and more people use online and mobile banking to manage their finances, banks need to find ways to stand out and provide a superior experience to their customers. This includes providing more intuitive and user-friendly digital platforms as well as personalized financial products and services based on customer needs and preferences.
Increased competition. With the rise of fintech companies and other non-traditional financial institutions, traditional banks are facing more competition than ever. To stay competitive, they must focus on providing a differentiated and exceptional customer experience.

Changing customer expectations. Consumers are becoming more discerning and demanding and expect higher levels of service and convenience from the businesses they interact with. This means that banks have to work harder to meet the needs and expectations of their customers to keep them satisfied and loyal.

Developing a payment app involves many factors that impact the overall banking app development cost. Understanding these factors allows organizations to budget effectively and reduce financial risk. From assembling the right development team and integrating third-party services, ensuring security and compliance, and prioritizing features to investing in usability and design, every factor plays a critical role in mobile banking app development cost.

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Kalyani Tangadpally

SEO Executive and a Content Writer interested to write on Artificial Intelligence, Mobile App development, Machine Learning, Deep Learning, HRM & tech Blogs