Financial firms say the database is unreliable and would like to see it removed from public view. But the industry would also lose access to competitive insights that can be gleaned from the massive trove of consumer complaints.
Today’s primitive question-and-answer programs will mature into sophisticated conversational agents, which will help customers transact and may even be capable of understanding emotional cues, experts say.
FICO recently completed an extensive consumer research study of the banking industry. This report covers data related specifically to the insights and opportunities connected to the changing attitudes and behaviors of the banking customer.