At N5, they emphasize that it is essential for leaders to first conduct an internal analysis to determine what type of solution they need and whether it truly provides a concrete answer to the customer.
We’ve all interacted with our bank at some point by phone, chatbot, or in person. We also know that each entity has several areas within it. What one imagines is that for all these pieces to work perfectly, there is software behind them that helps them.
The number is shocking and not for less, but what we do not know is that perhaps this entity is suffering from the “inertial innovation syndrome” experienced by companies that, because they are at the forefront of technology, incorporate a number of tools that do not end up solving the real problems of users.
“The person wants the bot to manage the cancellation of their card in a simple way, avoid repeating their data every time they are referred from sector or expect to receive alerts of promotions that are relevant to them, they are not interested in knowing that the bank incorporated the latest technology if it does not represent a tangible solution to their problem,” warns Julian Colombo, CEO of N5.
For a year now, the banking industry, which is considered one of the most reserved, has been closely watching the development of Artificial Intelligence and is considering what new services with its “magical help” it can begin to offer. In this scenario, a study by Globant reveals that 85% of technology managers in the sector have a strategy to adopt AI within their institution.
Colombo says that it is more common to suffer from the syndrome than one might imagine, because managers look at various variables and one of them is competition. If others have software that they don’t have, they get it, even if they don’t know exactly if the benefits they will obtain will be reflected for their customers.
The specialist stresses that it is essential that leaders first carry out an internal analysis to determine what type of solution they need, and if it really provides a concrete answer to the customer. The second step is to go out and look for the tools in the market, with a list of requirements that must be essential for the company.
In this line, he stresses that the main thing is always to remember that tools are the means to continue providing solutions to customers, and not the end to say that the company is also on trend.
