Page 14 - Pioneering Intelligent Banking

Pioneering Intelligent Banking eBook

Taking a structured approach to ASSESS your business priorities to pick conversational capabilities

automating conversational

commerce

To harvest the full potential of conversational commerce, banks need to start small and scale,
as well as follow a structured ABE – Assess, Build, and Enact – approach.

Banks can start with ASSESSING their business priorities to pick conversational capabilities. By
identifying the task to be automated and measuring them across different customer
experience and operational excellence KPIs, incumbents can prioritize according to their
specific needs.
Source: Capgemini Financial Services analysis, 2020

Measure your ‘as-is’ state to envision your ‘to-be’ state.” BUILD readiness to strengthen success drivers prior to actual implementation

After identifying their “as-is” state, banks need to BUILD their readiness across people,
business, and technology pillars prior to actual implementation. Based on their specific Technology Business People
operating scenarios, banks can identify their existing gaps and strengthen their success drivers.
Build/scale AI-related tech and Identify barriers within SBUs Develop innovation culture
Banks can go forward with the ENACT implementation, using a hybrid approach with the right API network Identify/reassess framework/KPIs to Reskill or upskill employees
Probe API/system integration
evaluate success
ecosystem partners: Improve data management capabilities Analyze customer diffusion Analyze resource management to
adopt an optimized structure
• Incumbents can leverage various channel partners (Amazon Echo, Google Home) to connect Build/improve cybersecurity infrastructure Prioritize and align SBUs for next phase Expand/train resources especially
and compliant management systems
with expertise in new processes
with customers.
Source: Capgemini Financial Services analysis, 2020.
• The channel partners integrate with the bot Middleware (Microsoft, Amazon, Boost.ai).
• The bot can then be trained using AI solutions provided by third parties such as Riskified and
AML Partners to extract the required information by connecting with enterprise systems ENACT implementation, using a hybrid approach with the right ecosystem partners
(CRM, payments, products, supply chain, etc.) for various banking divisions.

Banks can also leverage the expertise of system integrators for end-
to-end implementation.”

For more information about how Capgemini can help you effectively
implement your conversational interfaces, contact us at
financialservices@capgemini.com Source: Capgemini Financial Services analysis, 2020.

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