As banks increasingly focus on customer experience, they are seeking to work around legacy back-office systems that often impede digitized customer journeys. These legacy systems are core systems and thus not easily replaced—a total replacement can be likened to a human heart transplant. Rather than take this radical step, financial institutions are replacing existing services incrementally, over time, thanks to newer technologies like open APIs and microservices.
The conversation surrounding the use of voice banking in financial services has become impossible for institutions to ignore. Consumers of 2018 are relying more and more on digital technology to perform everyday tasks; their fondness for mobile banking continues to grow; and digital assistants such as AlexaTM and SiriTM are gaining swift popularity. Some banks understand that voice banking will likely be a significant part of the financial industry’s future landscape and are tapping into the services and major benefits