The banking sector is experiencing a moment characterized by a twofold challenge: new competitors with a full digital approach are undermining the positions of traditional players, at the same time the customer has drastically changed his habits, no longer accepting to queue at the counter but wanting to contact his institution at the time and in the manner most congenial to him, often through digital touch points and even during non-working hours.

Add to this the growing need for the bank to curb costs related to customer care services, with the aim of devoting operators' time toward higher value-added activities, such as commercial action to promote products and services.

|| What are the possible responses to these increasingly pressing demands?

MGE proposes a strategy to enable efficient service delivery, not just customer care, that can combine the potential of AI with the human touch of operators where this is actually necessary and appropriate based on the specific need of the customer.

In particular, we are talking about chatbots and voicebots that, if well constructed and trained, can drastically reduce the number of human resources dedicated to the contact center.