Many banks began 2023 focused on two seemingly contradictory priorities: cutting costs and improving customer engagement. A key way to achieve both of these goals is to ensure that you can provide seamless customer support across platforms. By marrying customer service phone calls and digital services in a single platform, you can reduce wait times and increase customer engagement.

This playbook explores how leading banks are delivering effective and efficient digital customer support. Highlights include:

• How incorporating conversational AI helps automate phone interactions
• How to increase the use of customer digital tools
• ​The problem with phone-centric service infrastructure