Vous naviguez dans le monde des services financiers. Comment équilibrez-vous l’automatisation et la connexion humaine ?

Efficiency and Accuracy: Automation can handle repetitive tasks such as data entry, transaction processing, and risk assessments faster and with fewer errors than humans. Cost Reduction: Automated systems reduce the need for overtime pay and additional staffing, potentially lowering operational costs. 24/7 Availability: Automation allows services to be available around the clock, providing continuous customer service.

Automation has increased the potential of outreach and also helped to innovate newer products and services. Technology has been driver of current business practices and both merchants and service providers should definitely leverage that. Automation has also enabled to think beyond certain limits of business, thus businesses may solve many operational challenges via technology.

Balancing automation with human connection in financial services involves integrating technology to streamline processes while ensuring that personal interactions remain a core part of the service. Identify Routine vs. Personal Tasks: Use automation for routine tasks like data entry, transaction processing, or basic inquiries. Reserve human interaction for complex issues, and building client relationships. Leverage Technology Wisely: Implement tools that enhance efficiency, such as chatbots for initial queries or robo-advisors for basic financial planning. By combining the efficiency of automation with the empathy and nuanced understanding of human advisors, you can create a more effective and client-centered financial service.

Automation is more than just a tool; it's an opportunity to learn a powerful, transformational skill. Early adopters who take the time to become proficient and find new ways to incorporate AI will thrive. Those who resist change risk being left behind. As with any new technology, there will be two types of experts: those who "talk the talk" and those who "walk the walk." My advice is to be a doer—let your actions and results speak for you. Rather than being a threat, automation can be a catalyst for personal and professional growth, enabling individuals to fill gaps in their expertise and stay competitive in a rapidly changing job market.

Periodic intervals throughout the automation chain that gate progress until human verification / QC+QA. A screen with a tonne of relevant information and a big red button that says PROCEED.

No denial but this comes at a cost and may not be feasible all the time. Each organization should, however, introspect: when does the human take over and how?

To balance automation with human touch in financial services: 1. Automate Routine Tasks: Use technology for repetitive tasks like data entry and transactions to save time and reduce errors. 2. Keep Personal Interactions Human: Handle complex or sensitive client issues with real people to maintain empathy and understanding. 3. Support Staff with Tools: Use automation to help your team with insights and scheduling, so they can focus on personalized service. 4. Offer Communication Choices: Let clients choose between automated services for quick tasks and human advisors for more detailed help. 5. Listen to Clients: Gather feedback on how they feel about the mix of automation and personal service and adjust as needed. 6. Train Your Team

Se podria pensar que la IA podria reemplazar estas tareas, pero las capas de procesamiento necesarias para realizar el entrenamiento pueden volverse costosas y al final no llevar a un resultado deseado, adicional estas herramientas se alimentaran de datos publicos susceptibles de errores o informacion falsa, por lo que el toque humano que filtre la informacion y haga un buen uso de ella sera vital, la desventaja de este toque humano es el sesgo emocional de cada persona, mientras una herramienta solo da un resultado de un consejo financiero, la persona puede evitar cierta inversion solo porque no le gusta un tema o por algun tema ideologico que lo haga desechar esta idea

Definitely and certainly Yes! Specially when you are taking a financial decision one needs an affirmation from some expert in the same field. Moreover the fear of doing wrong also gets reduced and helps to take decisions..

Interpretation of certain information depends on experts view. Thus a nice balance between the two always help to optimise the outcome.

Modelo Híbrido de Atención al Cliente: Implementar un modelo híbrido donde las tareas rutinarias y repetitivas sean manejadas por sistemas automatizados, mientras que las interacciones más complejas y sensibles sean gestionadas por asesores humanos. Por ejemplo, un chatbot puede manejar preguntas frecuentes y problemas simples, pero transferirá al cliente a un asesor humano para consultas financieras complejas o situaciones emocionales.Formación Continua para el Personal: Asegurar que los empleados reciban formación continua en el uso de nuevas tecnologías y en habilidades interpersonales. La capacidad de los empleados para interactuar de manera efectiva con la tecnología y los clientes es clave para mantener una mejor experiencia.

This is where designers or contributors to automation come in. Ideally, these are folks with domain experience and tech knowledge.

El uso de una estrategia conjunta en donde las personas hagan uso de herramientas computacionales es una excelente idea para el crecimiento de la organizacion, ya que se entregara un filtro adicional basado en la experiencia de los operadores y en su conocimiento, dado que muchas de las cosas que realizan los profesionales en su dia a dia no se aprenden en los libros, sino en el contacto con el mundo real

La tecnología personalizada en los servicios financieros permite ofrecer experiencias únicas y adaptadas a las necesidades individuales de los clientes.Data Analytics y Machine Learning: Utilizar análisis de datos avanzados y machine learning para analizar el comportamiento financiero y las preferencias de los clientes. Esto permite a las instituciones financieras ofrecer productos y servicios personalizados que se ajusten a las necesidades específicas de cada cliente.Plataformas Omnicanal: Desarrollar plataformas que integren múltiples canales de comunicación (web, móvil, chatbots) para proporcionar una experiencia consistente y personalizada en cada punto de contacto.

And many a times, that alone is enough. I feel this will be a must-have in any automation that is client facing. The elephant in the room remains the same: when does the human intervene and how? This is where good automation design comes into play.

This I disagree with. The kind of automation capabilities we are seeing today, we are getting near-human or perhaps better-than-human outcomes. It is only a matter of designing these things well. Let me put it this way: is automation worse than the average customer service agent?

Las consideraciones éticas son fundamentales para asegurar que la automatización en los servicios financieros sea justa, transparente y equitativa.Transparencia en Algoritmos: Desarrollar políticas que exijan transparencia en los algoritmos utilizados para decisiones financieras automatizadas. Los clientes deben entender cómo y por qué se toman decisiones que afectan sus finanzas, como aprobaciones de préstamos o recomendaciones de inversión.Evitar el Sesgo Algorítmico: Implementar revisiones regulares de los algoritmos para identificar y mitigar cualquier sesgo que pueda existir. Es esencial asegurarse de que las decisiones automatizadas no discriminen a ningún grupo demográfico o socioeconómico.Privacidad y Seguridad de los Datos.

Implementation of AI without adequate QA activities and neglecting continuous assessment of Automation/AI results by SMEs can lead to huge loss of business & application failures. Ignorance of essential QA activities will not surprise customers for longtime downtimes of financial, IT giants like MANG companies