They want their interactions to be tailored

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mortar banking and face-to-face interactions. So they stillprefer human agents to banking bots. In contrast, Millennials (27 to 42 yearsold) and Generation Z (11 to 28 years old) grew up with the Internet, whichmeans that digital interactions seem completely normal to them. While theseyounger generations are driving the shift toward digital solutions in financialservices, it would be inaccurate to say that baby boomers are being neglected.The pet peeve of customers, regardless of generation, is waiting in a queueuntil their question is answered. Generally speaking, people demand convenient,fast and transparent banking experiences. According to the Zendesk CustomerExperience Trends 2023 report , customers of all ages are open to using

chatbots and AI if it means faster resolution of theirissues. Humanized, but not human In addition Chinese Malaysia Phone Number List  to faster service, all generationsalso demand a more personalized customer experience. to them personally and many believe that chatbotsand AI can help make this possible. In fact, according to the Zendesk 2023Customer Experience Trends report, 70% of consumers who interact with supportoften believe that the use of AI can lead to more responsive and effective customersupport. 62% would be less likely to use a company's AI or chatbot if thetechnology didn't provide personalized information or responses. However, it isessential that financial service providers use chatbots in the right way. Ifthese bots provide

incorrect information to customers, especially in thisindustry, customers will become frustrated and risk losing trust. Customerswant quick, direct answers , and if they're having trouble getting the answerthey need online, they want access to a human agent. Customers are also veryaware that chatbots are machines. Although they can simulate human-likeresponses, people object to chatbots imitating human emotions, especiallyempathy. While they accept that AI recognizes emotions and uses them to improvetheir experience, our study found that customers want chatbots to automaticallydirect them to human agents when they express strong emotions. The best of bothworlds The key is finding the right balance between human agents and chatbots.