More than half of bank consumers interact on mobile apps post COVID, shows study


Conversational Artificial Intelligence has helped banks and financial institutions automate and help service increased customer queries during and after the pandemic. finds in a research report, the quality of customer service has also improved magnificently.

“Conversational AI, which leverages natural language processing (NLP) and natural language understanding (NLU) technology, is engaging customers and encouraging self-service. This improves customer satisfaction as 65% of customers said they prefer self-service for simple issues,” the report said.

The bots have turned extraordinarily interactive and responsive since they can understand natural languages as much as a human. This ability, coupled with a bot’s efficiency, delivers comparatively error-free customer service without human biases.

This change in customer service quality is seen across the three verticals within the broad financial services industry: banking, finance, and insurance. They are under pressure to increase marketing and service delivery efforts due to the pandemic, and automation can remove a lot of stress from their operations.

“The BFSI industry would benefit if their customers transitioned to digital-only, self-service interfaces as it results in significant cost savings. Today, operational costs take up 15-20% of a bank’s annual budget. Making innovations in these functions will lead to a significant improvement in profitability and boost revenues,” said Gaurav Singh, Founder & CEO of

Due to the wide variety of languages that bots can speak and specialize in, banks can diversify their customer service offerings without making heavy capital investments. These services can also be offered across various messaging services and options dynamically in a world where a new messenger crops up every week.

“We help BFSI companies to run automated 24×7 support across channels such as WhatsApp, web, in-app, and Facebook Messenger, in the language of their choice. What sets us apart is the ability to integrate any tool and service with the chatbot,” says

These efforts, bots and AI helped improve customer support across three key parameters — First Response Time (FRT); Bot Deflection Rate and Customer Satisfaction Score (CSAT).

According to our detailed research, the CSAT is 2.6 across the BFSI industry.

Category Pre-COVID Score Post-COVID Score
Banking 1.4 2.1
Finance 2.3 2.8
Insurance 1.6 3

While the median ranges from 2.25 – 3; post-COVID, the top 10% show a marked difference, highlighting how bot workflows are developed and lead to higher customer satisfaction.

Category Median Top 10%
Banking 2.25 3.4
Finance 2.8 3.6
Insurance 3 4.2

According to our research, the FRT is 2.8 minutes across the BFSI industry.

Category Pre-COVID (in minutes) Post-COVID (in minutes)
Banking 5.1 2.4
Finance 5.4 3.2
Insurance 4.3 3.6

While the median ranges from 3.4 – 4.3; post-COVID, the top 10% show adapting to automation and making changes to how FAQs were answered made this possible.

Category Median Top 10%
Banking 4.2 1.5
Finance 4.3 1.1
Insurance 3.4 1

The average bot deflection rate is 75.6% across the BFSI industry.

Category Pre-COVID % Post-COVID %
Banking 67 81
Finance 70 70
Insurance 73 84

While the median ranges from 59-68, post-COVID, the top 10% make it clear that automation triumphed over manual agent intervention.

Category Median Top 10%
Banking 68 84
Finance 59 82
Insurance 65 89



Leave a reply