At a time when banks They change very quickly because of technology, the relationship between technology and human beings becomes crucial. Customers have now become familiar with digital services and now take them for granted.
What customers want is fast and stable service and a single experience, whether they use the mobile or go to the bank. Artificial Intelligence helps with this change, but it does not replace the trust that the banking relationship needs.
In this context, Christina Theophilides, Director General of Retail Banking of the National Bank, outlined the main directions for the next day of banking experience:
- Banking service enters a stable hybrid model, where the speed of digital channels is combined with the value of physical presence. These are not alternatives, but a single service system that must operate uninterruptedly.
- Customers no longer choose a service channel, but require a coherent and seamless experience at all contact points. The concept of single experience is not sought, but a basic requirement.
- Digital banking has been established as a key pillar, with over one third of retail sales being held online, while in products such as consumer loans the rate exceeds 90%, reflecting the clear shift in customer behaviour.
- The proper functioning of digital services is no longer a competitive advantage, but a basic condition. Users take quality experience for granted and react immediately when it does not meet their expectations.
- At the same time, human contact maintains a key role, especially in more complex banking needs, where the presence of specialized consultants enhances the trust and quality of service.
- In this context, the need for continuous investment in human resources is highlighted, with emphasis on knowledge, empathy and availability, but also on instruments that enhance its effectiveness.
- Artificial Intelligence already creates tangible value for the banking system, improving fraud detection, reducing false transaction rejections and accelerating processes such as AML/KYC controls.
- At the same time, the use of AI in contact centers allows real-time support, leading to faster and more efficient service, while opening the way for further automation.
- Especially for the National Bank of Greece, digital assistant Sophia is already operating as a single point of access to banking information, allowing information on balances and transactions, and will soon support the execution of transactions through physical conversation.
- In the longer term, the model of «agent banking», where Artificial Intelligence systems will be able to act on behalf of the client, offering integrated services, aiming at a more direct, accessible and inclusive banking experience.
The above trends, as highlighted in the 11th Delphi Economic Forum, reflect the transition of the banking system to a model where technology and human factor function complementaryly, focusing on customer experience and trust.
