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Banks should avoid customer service robots for a few more years

March 14, 2017

Banks should not use software robots on messaging platforms for a few more years because the customer experience is not yet good enough, according to Forrester Research.

Software is used in sectors such as retail and mobile phone to automate customer services through online chats, but in banking, customers require a level of service that these robots cannot yet guarantee, the IT analyst company said.

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