JOINING HANDS WITH AI

IN DEALING WITH MOST

CRITICAL USER JOURNEYS
OF DIGITAL BANKING
SOLUTION
AUGMENTING USER JOURNEYS OF
DIGITAL BANKING PLATFORM WITH AI

Awareness and App Discovery

AI Role:
AI tools like Google Ads AI, Meta Ads Manager, and Hootsuite
Insights drive awareness and app discovery by analysing audience
behaviours, optimizing ad placements, and personalizing marketing
content. AI identifies high-potential demographics and segments
them based on factors like location, interests, and online behaviour.
Predictive analytics forecasts user engagement, ensuring ads are
displayed at optimal times and channels. Sentiment analysis on app
store reviews identifies pain points, helping refine app descriptions
and marketing strategies. Social media integrations leverage AI to
create shareable referral campaigns and track conversion
effectiveness.
Example:
A bank deployed Google Ads AI to launch a marketing campaign
promoting its new digital banking platform. AI analysed browsing
patterns and purchase behaviours to target tech-savvy millennials
with personalized ads showcasing the app's seamless onboarding
and rewards program. Social media referrals were incentivized with
rewards for users inviting friends, and Hootsuite Insights tracked
brand mentions to optimize messaging. AI-driven sentiment
analysis on app store reviews highlighted the need for a clearer
walkthrough of features, prompting the creation of video tutorials
integrated into landing pages.

Outcome:
• Increased App Downloads: Personalized ad campaigns
resulted in a 30% increase in app downloads, outperforming
generic marketing efforts.
• Higher Conversion Rates: Referral campaigns driven by AI
saw a 20% uplift in user sign-ups, as customers found the
incentives aligned with their preferences.
• Improved Marketing ROI: AI-driven audience targeting
reduced cost-per-acquisition by 25%, optimizing marketing
budgets.
• Enhanced Brand Perception: Sentiment analysis from app
store reviews led to a 15% improvement in average ratings,
with users appreciating the new tutorials.
• Engagement Growth: Social media campaigns increased
engagement with branded content by 40%, driving greater
awareness among untapped customer segments.
 • Faster User Activation: Marketing-driven landing pages
optimized by AI improved post-download user activation rates
by 35%.
AI’s ability to tailor marketing strategies and leverage data-driven
insights ensures maximum reach and resonance, making
awareness and app discovery both impactful and cost-efficient for
digital banking platforms.

First-Time Login and Authentication Setup

AI Role:

AI tools like Jumio AI, Onfido, and Auth0 AI enhance the security
and convenience of first-time login and authentication setup. AI
enables biometric authentication, such as facial recognition or
fingerprint scanning, ensuring a seamless yet secure user
experience. It uses anomaly detection to flag suspicious registration
attempts and validate credentials in real time. AI-powered Natural
Language Processing (NLP) simplifies onboarding by guiding users
through secure password creation and MFA (Multi-Factor
Authentication) setup. Predictive analytics identifies the most
effective authentication combinations based on user preferences
and device compatibility.
Example:
A bank implemented Auth0 AI to streamline the first-time login
process. The AI guided users through setting up biometrics by
analysing device compatibility, suggesting fingerprint authentication
for smartphone users, and face recognition for others. Jumio AI
validated user identity through real-time document scanning and
facial matching with uploaded IDs. To prevent errors, AI provided
password-strength suggestions during creation and sent proactive
alerts for inconsistent credentials during OTP or email verification.
Outcome:
1. Faster Onboarding: AI-driven automation reduced the setup
time for first-time login and MFA from 10 minutes to under 3
minutes, enhancing user satisfaction.
2. Improved Security: Real-time anomaly detection identified
20% more fraudulent registration attempts, safeguarding
accounts from potential breaches.
3. Enhanced Adoption of Biometrics: Tailored suggestions
increased biometric login adoption by 35%, providing a more
seamless authentication experience.
4. Higher MFA Usage: Personalized MFA recommendations led
to a 25% increase in MFA adoption rates, improving overall
platform security.
5. Reduced Drop-Off Rates: Guided walkthroughs and AI
assistance decreased user drop-offs during the setup process
by 30%, ensuring smoother onboarding.
6. Increased Trust: Post-onboarding surveys indicated a 20%
improvement in user trust, attributed to the secure and
intuitive first-time login setup.
 7. Operational Efficiency: Automated verification and guidance
reduced support queries related to first-time login by 40%,
saving resources and improving response times.
AI-powered first-time login and authentication ensures a secure and
user-friendly entry point for digital banking platforms, enhancing
trust and retention while safeguarding customer accounts.

Dashboard Introduction and Personalization

AI Role:

AI tools like Adobe Target, Dynamic Yield, and Pendo AI optimize

dashboard personalization by analysing user behaviour,
preferences, and transaction patterns. AI dynamically customizes
dashboard layouts, prioritizing frequently used features such as
account summaries, spending insights, or savings goals. Guided
tutorials powered by AI adapt in real-time to user interactions,
ensuring a tailored onboarding experience. Predictive analytics
further refines dashboard content over time, aligning it with evolving
user needs.
Example:
A bank implemented Adobe Target AI to create adaptive
dashboards. When a new user logged in, the AI analysed their
onboarding responses and early interactions to set up a default
dashboard showcasing relevant features like balance summaries
and upcoming bill payments. As users engaged with the platform,
AI continuously refined the layout, adding shortcuts for recurring
transactions and favourite features.

Outcome:
• Enhanced Engagement: Personalized dashboards increased
user interaction with key features by 35%, as customers found
the interface intuitive and relevant.
• Faster Onboarding: AI-guided tutorials reduced the time
users spent understanding the dashboard layout by 40%,
improving first-time satisfaction scores.
• User Retention: Adaptive dashboards contributed to a 25%
improvement in user retention, as customers appreciated
the evolving experience.
• Operational Efficiency: Reduced customer support queries
about navigation by 30%, freeing up resources for other tasks.
• Customer Satisfaction: Surveys indicated a 20%
improvement in satisfaction scores, with users citing
dashboard personalization as a key factor.
AI-powered dashboards deliver an intuitive and engaging user
experience, aligning features with individual needs to foster
satisfaction and long-term platform usage.
Card and Account Management

AI Role:

AI tools like Amazon Lex, Google Dialogflow, and Zeta AI

streamline card and account management by enabling real-time
actions such as card freezing, PIN resets, and transaction limit
adjustments. AI-powered chatbots handle customer queries,
allowing users to manage their cards through conversational
interfaces. Predictive analytics identifies unusual spending
patterns, prompting proactive alerts for potential fraud. Social media
integration facilitates targeted messaging, such as reminding users
about expiring cards or promotional offers for upgraded accounts.

Example:

A bank implemented Google Dialogflow to power an AI-driven

chatbot for instant card management. When a customer suspected
fraud, they initiated a conversation with the chatbot, which
immediately froze the card and flagged the suspicious transactions
for review. Predictive AI also analysed card usage patterns to
recommend transaction limits for frequent international travellers.
Outcome:

• Fraud Prevention: Instant card freezing reduced fraudulent

transactions by 35%, safeguarding customer assets.
• Enhanced Efficiency: Chatbot-enabled PIN resets cut
average resolution times from 10 minutes to under 2 minutes.
• Customer Engagement: AI-recommended transaction limits

and proactive alerts increased user engagement with card

management features by 30%.
• Operational Savings: Automated card management reduced

customer support workload by 40%, improving resource

allocation.
• Customer Satisfaction: Post-service surveys indicated a 25%

improvement in satisfaction scores, emphasizing ease and

security.
AI-driven card and account management simplifies operations,
enhances security, and empowers customers with control,
improving trust and long-term engagement.

Account Balance and Transaction History

AI Role:

AI tools like Plaid AI, Tableau AI, and Tink AI enhance the account
balance and transaction history experience by providing real-time
updates, categorizing spending insights, and enabling advanced
filters. AI uses Natural Language Processing (NLP) to allow
customers to query transactions conversationally (e.g., "Show last
month's grocery expenses"). Predictive analytics anticipates user
needs, such as suggesting transaction filters or generating periodic
financial statements. Social media integration enables AI to offer
spending comparisons or trends based on anonymized peer
benchmarks.

Example:
A bank integrated Tableau AI to provide visualized transaction
trends, such as monthly spending categories. NLP-enabled
chatbots allowed users to search transactions like "Payments over
$500 in January." Social media-linked insights showed users how
their spending aligned with peers in their demographic, encouraging
financial planning.

Outcome:
• Enhanced Engagement: Real-time insights and visualizations
increased user interaction with transaction history features by
25%.
• Efficient Query Resolution: NLP-based search reduced time
spent finding specific transactions by 40%, enhancing
convenience.
• User Satisfaction: Customers reported a 20% improvement
in satisfaction scores, valuing ease of use and personalized
insights.
• Adoption Rates: Spending categorization features led to a
30% higher adoption of financial tracking tools.
 • Financial Awareness: Peer-spending comparisons increased
user awareness and reduced discretionary spending by 15%
on average.
AI-driven account balance and transaction history features make
financial management intuitive, personalized, and engaging,
fostering user satisfaction and deeper platform engagement.

Account Opening and Onboarding

AI Role:

AI tools like Jumio AI, HyperScience, and Onfido revolutionize

account opening and onboarding by automating KYC (Know Your
Customer) processes, document verification, and fraud detection.
AI-powered optical character recognition (OCR) extracts and
validates information from uploaded documents, while facial
recognition ensures identity matches. Social media integration
helps verify user identities further by cross-checking digital
footprints for inconsistencies. AI also tracks incomplete applications
and sends personalized nudges to encourage completion.

Example:
A bank implemented Jumio AI to streamline its onboarding
process. AI automatically extracted data from uploaded IDs and
cross-referenced it with government databases for instant
verification. Integration with social media platforms verified user
activity for enhanced fraud detection. Customers who left
applications incomplete received targeted follow-ups via app
notifications and email.

Outcome:
• Faster Onboarding: Account opening time reduced by 75%,
from 48 hours to 12 minutes.
• Higher Completion Rates: Personalized nudges for
incomplete applications increased onboarding completion
rates by 35%.
• Fraud Prevention: AI reduced onboarding fraud attempts by
40% through real-time cross-checking of documents and social
footprints.
• User Satisfaction: Customers reported a 30% improvement
in satisfaction scores, citing the speed and simplicity of the
onboarding process.
• Operational Efficiency: Automation reduced manual
intervention, lowering onboarding costs by 50%.
• Customer Retention: Users completing onboarding in under
15 minutes were 20% more likely to engage with the
platform actively.
AI-powered onboarding ensures a seamless and secure
registration process, improving user experiences while
safeguarding against fraud and operational inefficiencies.
Fixed and Recurring Deposit Creation

AI Role:

AI tools like Salesforce Einstein, FinBox, and Zeta AI analyse

customer financial behaviours and suggest personalized deposit
plans tailored to income patterns, savings goals, and risk appetite.
Predictive analytics evaluates cash flow trends to recommend
optimal deposit amounts and tenures. AI also automates maturity
notifications, reinvestment suggestions, and interest tracking.
Integration with social media platforms allows AI to analyse user
financial aspirations shared online, such as life events or
milestones, to provide contextual and timely deposit
recommendations.

Example:
A bank used Salesforce Einstein AI to identify customers with
consistent monthly savings. AI recommended recurring deposit
plans with flexible tenures based on financial stability. Social media
integration enabled the AI to suggest personalized deposits during
relevant life milestones, such as marriage or home purchases,
inferred from user posts. Proactive maturity reminders, along with
reinvestment options and projected returns, were sent via app
notifications and linked social media ads, ensuring seamless
communication.
Outcome:
• Increased Deposit Uptake: Personalized suggestions
boosted recurring deposit sign-ups by 30%, while fixed deposit
accounts grew by 18%.
• Higher Deposit Amounts: Average deposit sizes increased

by 15%, contributing an additional $3M in quarterly deposits.

• Improved Reinvestment Rates: Automated maturity
reminders coupled with social media-based reinvestment
prompts resulted in a 45% reinvestment rate, keeping funds
within the ecosystem.
• Enhanced Engagement: Social media reminders and
personalized ads increased app engagement for deposit-
related actions by 25%.
• Customer Satisfaction: Users reported a 35% improvement

in satisfaction scores, citing convenience, contextual

recommendations, and proactive communication.
• Social Engagement: Posts about tailored deposit plans and

milestone-based savings generated 10% higher social media

referral traffic, boosting platform visibility.
By integrating AI with social media platforms, the bank maximizes
the relevance and timing of deposit suggestions, driving user
engagement and satisfaction while increasing deposits and
reinvestments.
Funds Transfer Setup

AI Role:

AI platforms like Plaid AI, Tink, and Zeta AI streamline funds

transfer processes by automating payee verification, analysing
transaction patterns, and providing personalized recommendations
for scheduling recurring payments. AI also ensures security by
detecting anomalies in transfer requests, reducing the risk of
unauthorized transactions, and enabling proactive fraud prevention.

Example:
A bank implemented Plaid AI to simplify payee addition and
transaction scheduling. When a user added a new payee, the AI
verified the account details in real-time, flagged potential
mismatches, and recommended setting transfer limits based on
prior transaction behaviours. For frequent transfers, AI suggested
optimal scheduling times to align with cash flow cycles.

Outcome:
• Streamlined Payee Setup: Reduced payee addition time by
40%, improving the overall user experience.
 • Higher Scheduled Payments Adoption: 30% of users opted
for AI-recommended recurring payment setups, enhancing
platform engagement.
• Fraud Prevention: AI detected and flagged 15% of
suspicious transactions during the setup phase, saving
potential losses. Real-time anomaly detection reduced
unauthorized transfers by 30%, boosting customer trust.
• Transaction Volume Growth: Monthly transaction volumes
grew by 20%, driven by the adoption of automated scheduling
and seamless interbank transfers.
• Payee Management Efficiency: Auto-filling payee details
reduced payee addition time by 60%, improving user
experience.
• Recurring Payment Adoption: Recommendations for
recurring transfers led to a 20% increase in scheduled
payment setups.
• User Satisfaction: Satisfaction scores for funds transfer
features increased by 25%, as users appreciated the ease and
security of the process.
• User Engagement: Personalized insights, such as
suggestions for transaction limits, increased app engagement
by 25%.
• Cost Savings: Automation reduced customer support queries
related to transfer errors by 20%, cutting operational costs.
AI-powered funds transfer setups ensure a smooth, secure, and
user-friendly process, reinforcing trust while enhancing efficiency
for customers and operational gains for banks.
Cross-Border Transactions

AI Role:

AI platforms like RippleNet AI, SWIFT GPI AI, and Currencycloud

AI enhance international fund transfers by providing real-time
tracking, optimizing currency conversion rates, and ensuring
compliance with local and international regulations. Predictive
analytics help identify the best times for transactions by analysing
currency market trends, while AI ensures transparency with detailed
fee breakdowns and proactive updates on transaction status.

Example:
A bank integrated RippleNet AI to facilitate real-time international
transfers. The AI predicted currency fluctuations, recommending
customers initiate transfers during favourable exchange rates. It
also provided a detailed fee structure upfront and sent instant
updates on transaction status, ensuring transparency and trust.

Outcome:
• Faster Transfers: Transaction processing time reduced by

50%, enabling real-time transfers in under 2 hours compared

to traditional methods taking 1–2 days.
• Cost Savings: AI-driven currency optimization saved
customers an average of 2% per transaction, making cross-
border transfers more competitive.
 • User Engagement: Proactive updates on transaction status
improved customer satisfaction scores related to international
banking by 30%.
• Fraud Prevention: AI ensured compliance with anti-money

laundering (AML) regulations, reducing flagged transactions by

20% due to accurate risk profiling.
• Increased Volumes: Cross-border transaction volumes grew

by 25%, driven by better user trust and reduced costs.

AI in cross-border transactions delivers speed, transparency, and
compliance, ensuring a seamless and competitive experience for
users while driving business growth for banks.

Bill Payments and Utility Management

AI Role:

AI platforms like Mint AI, Plaid AI, and Amazon Alexa AI simplify
bill payments by automating recurring payment setups, sending
proactive reminders, and analysing payment behaviour to identify
potential savings opportunities. AI also ensures timely payments by
predicting due dates based on historical data and offering
personalized payment plans to reduce financial strain during high-
expense months.
Example:
A bank used Plaid AI to automate bill payment workflows for
users, integrating with utility providers to enable real-time updates
on due dates and amounts. The AI flagged overlapping payment
dates for a customer and suggested an optimized schedule to
distribute expenses evenly across the month.

Outcome:
• Timely Payments: AI reminders reduced late payments by
30%, helping users avoid penalties.
• Increased Auto-Debit Adoption: 50% of users opted for
auto-debit setups after AI recommended the feature during
onboarding.
• Improved Financial Planning: Personalized payment
scheduling improved cash flow management, increasing user
satisfaction by 25%.
• Operational Savings: Automation of bill payments reduced
customer support queries related to payment delays by 20%,
streamlining operational workflows.
• Customer Retention: Users with AI-managed bill payments
were 20% less likely to switch to competitor platforms,
highlighting the convenience offered.
AI in bill payments and utility management ensures efficiency,
timeliness, and financial flexibility, fostering user trust and long-
term engagement.
Loan and Credit Management

AI Role:

AI platforms like Zest AI, FICO AI, and Upstart AI streamline loan
application processes by assessing creditworthiness, automating
document verification, and providing instant eligibility checks. AI-
driven predictive analytics evaluates user behaviour, financial
history, and risk profiles to tailor loan offers. Additionally, AI assists
in tracking EMI payments and sending proactive reminders to
prevent defaults, ensuring a seamless borrowing experience for
customers.

Example:
A bank integrated Zest AI to assess loan eligibility in real time.
Customers received instant loan pre-approvals based on their
transaction patterns and credit histories. The AI also automated
EMI tracking, sending reminders three days before payment due
dates and providing options for partial payments in financial
hardship cases.

Outcome:
• Faster Approvals: Loan approval time reduced by 50%, from

24 hours to 12 hours, with a 20% increase in application

completion rates.
• Personalized Offers: Tailored loan offers resulted in a 15%

higher conversion rate compared to generic offers.

 • Default Rate Reduction: AI-driven payment reminders
decreased EMI defaults by 25%, improving portfolio health.
• Customer Retention: Borrowers engaging with AI-driven EMI

tracking tools demonstrated a 30% higher retention rate, as

they appreciated proactive financial assistance.
• Operational Efficiency: Automation reduced manual
intervention in credit assessments, cutting processing costs by
40%.
AI-driven loan and credit management not only simplifies borrowing
but also enhances customer satisfaction and trust through tailored,
proactive financial solutions.

Investment and Wealth Management

AI Role:

AI tools like Betterment AI, Wealthfront AI, and SigFig analyse

user risk profiles, financial goals, and transaction histories to
provide personalized investment recommendations. AI-powered
robo-advisors assist with real-time portfolio tracking and
performance optimization, while predictive analytics anticipates
market trends to suggest investment adjustments. These tools also
enable goal-based financial planning, helping users align their
investments with long-term aspirations.
Example:
A bank integrated Wealthfront AI into its digital platform to provide
tailored investment options. The AI analysed a customer's income,
spending habits, and risk appetite to recommend a diversified
mutual fund portfolio. It continuously monitored market performance
and rebalanced the portfolio to mitigate risk during market volatility.
Outcome:
• Portfolio Adoption: Personalized investment suggestions led
to a 30% increase in portfolio adoption rates, with an
average investment size of $10,000 per user.
• Enhanced Returns: AI-driven rebalancing improved portfolio
returns by 15% compared to static investment strategies.
• User Engagement: Real-time portfolio tracking increased
engagement, with users spending 20% more time on the
investment dashboard.
• Customer Retention: Users actively engaging with AI-driven
investment tools demonstrated a 25% higher retention rate
than non-investors.
AI-powered investment management not only simplifies the
decision-making process for users but also helps banks drive
customer engagement, retention, and revenue growth through
smarter, more efficient wealth management solutions.
Budgeting and Expense Management

AI Role:

AI tools like YNAB AI (You Need A Budget), Mint AI, and

PocketGuard AI analyse transaction patterns and categorize
expenses to provide actionable insights for financial planning. AI
dynamically predicts overspending risks, suggests budget
adjustments, and delivers real-time notifications about spending
trends. Predictive analytics also helps users visualize long-term
financial goals and align daily spending accordingly.

Example:
A bank implemented Mint AI to analyse customers’ transaction
histories and auto-categorize expenses (e.g., groceries, dining, or
utilities). The AI identified discretionary spending trends and flagged
users nearing their monthly budget limits, offering tailored tips to
avoid overspending. For users with consistent savings behaviour,
AI recommended investment plans to maximize returns.

Outcome:
• Financial Discipline: Users adhering to AI-suggested budgets

improved by 45%, leading to better financial stability.

• Savings Increase: 30% of users saved an additional $200 per

month on average after receiving personalized expense alerts.

• Engagement Growth: Real-time budgeting insights increased

app engagement by 25%, reflected in higher DAU/MAU ratios.

 • User Satisfaction: Customers reported a 20% improvement
in satisfaction scores due to simplified and actionable
expense management features.
AI-powered budgeting tools empower users to manage their
finances proactively, fostering better spending habits while
enhancing their overall banking experience.

Customer Support and Query Resolution

AI Role:

AI tools like IBM Watson Assistant, Zendesk AI, and Freshworks

AI enhance customer support by automating query resolution and
providing 24/7 assistance. AI-powered chatbots handle Tier 1
queries, such as account access issues or transaction status
checks, with speed and accuracy. Natural Language Processing
(NLP) enables chatbots to understand complex user queries and
escalate unresolved issues to human agents seamlessly. AI also
uses sentiment analysis to prioritize complaints, ensuring prompt
resolution for critical issues.

Example:
A bank deployed IBM Watson Assistant to manage FAQs and
assist customers in tracking transaction statuses. The chatbot
resolved common queries like balance checks and card freezes
within seconds. For escalated cases, AI-directed complaints to the
appropriate department based on urgency and context derived from
user sentiment analysis.

Outcome:
• Resolution Efficiency: Resolved 80% of Tier 1 queries

autonomously, reducing dependency on human agents.

• Response Time: Average response time for common queries

decreased from 5 minutes to under 30 seconds.

• Customer Satisfaction: Post-interaction surveys showed a

25% improvement in satisfaction scores, particularly for

quick resolutions.
• Operational Savings: Automated responses reduced support

costs by 40%, allowing agents to focus on high-priority issues.

AI-powered customer support systems ensure timely and efficient
query resolution, boosting user satisfaction while streamlining
operational workflows for banks.

Alerts and Notifications Management

AI Role:

AI tools like Braze AI, Firebase Cloud Messaging (FCM), and

Amazon Pinpoint personalize and optimize alerts by analysing
user behaviour, transaction history, and preferences. AI ensures
timely delivery of relevant notifications, such as transaction
updates, promotional offers, or fraud alerts, reducing noise and
enhancing user engagement. Predictive analytics also enables
proactive alerts, like reminders for bill payments or low balance
warnings, tailored to individual needs.

Example:
A bank utilized Braze AI to send real-time low-balance alerts and
promotional offers. Customers who frequently travelled received AI-
curated alerts for international credit card promotions. For fraud
detection, AI flagged unusual transactions and instantly notified
customers with actionable steps to secure their accounts.

Outcome:
• Engagement Rates: Personalized alerts achieved a 40%
higher click-through rate (CTR) compared to generic
notifications.
• Fraud Prevention: Proactive fraud alerts reduced
unauthorized transactions by 30%, enhancing customer trust.
• Retention Rates: Customizable notification preferences led to
a 20% improvement in user satisfaction, reflected in
retention metrics.
• Operational Efficiency: Automated reminders for recurring
payments resulted in a 15% reduction in late payments,
minimizing customer grievances.
AI-driven alerts and notifications transform the user experience by
delivering timely, relevant, and actionable updates, fostering trust
and engagement while reducing churn.
Rewards and Loyalty Programs

AI Role:

AI platforms like Punchh AI, LoyaltyLion, and Antavo Loyalty

Management optimize loyalty programs by analysing customer
behaviours and preferences. AI identifies the most appealing
rewards for individual users and predicts redemption likelihood. It
also enables dynamic reward suggestions, such as tailored
cashback offers or exclusive partner deals, to increase engagement
and drive loyalty program participation.

Example:
A bank integrated Punchh AI to track customers’ spending habits
and suggested partner rewards based on those preferences. For
example, frequent travellers were offered airline mile rewards, while
online shoppers were presented with cashback offers for partnered
e-commerce platforms.

Outcome:
• Loyalty Program Participation: Participation increased by

40% as AI-personalized rewards better matched user

expectations.
• Redemption Rates: Tailored rewards drove a 30% increase

in redemption rates, boosting customer satisfaction.

 • Cross-Partner Engagement: Partner merchants reported a
20% uplift in transactions, strengthening collaboration and
value for customers.
• Customer Retention: Users actively engaging in loyalty

programs showed a 25% higher retention rate compared to

non-participants.
By leveraging AI in rewards and loyalty programs, banks can deliver
highly personalized and engaging experiences, fostering stronger
customer relationships while maximizing program effectiveness.

ATM and Branch Locator

AI Role:

AI leverages geolocation technologies like Google Maps AI and

HERE AI to provide real-time location-based services. AI algorithms
analyse user preferences and past behaviour to recommend the
nearest ATMs or branches tailored to the customer’s needs. It also
predicts branch traffic and ATM availability, ensuring a smoother
user experience.

Example:
A bank implemented Google Maps AI to integrate real-time ATM
and branch locators into its mobile app. The AI analysed user
searches to filter results based on branch-specific services, such as
currency exchange or extended hours. For ATMs, the AI predicted
cash availability during peak times and displayed alternate locations
with shorter wait times.

Outcome:
• Branch Visits: Reduced customer wait times by 30% during
high-traffic hours by directing users to less crowded branches.
• ATM Usage: Increased successful ATM transactions by 20%
by providing real-time updates on cash availability.
• Customer Satisfaction: Improved NPS scores related to
branch and ATM services by 15 points, reflecting enhanced
user trust and convenience.
• Efficiency: Reduced customer complaints regarding ATM
outages or unavailable branch services by 25%.
AI in ATM and branch locators not only enhances service
accessibility but also strengthens customer loyalty by addressing
real-time needs proactively.
Logout and Account Security Features

AI Role:

AI ensures robust account security by monitoring login patterns,

detecting suspicious activities, and automating logout processes.
Tools like Darktrace AI and Splunk analyse behavioural patterns
to identify anomalies such as logins from unusual locations or
devices. AI enables features like session history review, remote
logout for inactive sessions, and proactive alerts for potentially
fraudulent activities.

Example:
A bank integrated Darktrace AI into its security systems to monitor
session behaviours. The AI flagged an unusual login attempt from
a foreign IP address that didn't match the user's typical behaviour.
It sent a real-time alert to the customer, locked the session
automatically, and prompted a mandatory password change.

Outcome:
• Fraud Prevention: Reduced account compromise incidents
by 40% through early detection of suspicious logins.
 • User Trust: Customer satisfaction scores related to security
features improved by 25%, as reflected in post-interaction
surveys.
• Operational Efficiency: Automated remote logout for inactive
sessions decreased customer support requests related to
unauthorized account access by 30%.
• Compliance: Enhanced adherence to regulatory standards
like GDPR and CCPA, mitigating risks of security breaches.
AI-driven logout and security features ensure a secure digital
banking experience, empowering customers with control over their
accounts while proactively mitigating fraud risks.

Post-Usage Feedback Collection

AI Role:

AI-powered tools like Qualtrics XM, SurveyMonkey Genius, and

Medallia AI automate feedback collection and analysis to derive
actionable insights. These tools use Natural Language Processing
(NLP) to analyse open-text responses, identify sentiment, and
prioritize feature improvements based on user feedback. AI also
ensures personalized survey delivery, targeting specific user
segments to enhance relevance and response rates.
Example:
A bank used Qualtrics XM AI to collect post-usage feedback after
users completed high-value transactions. The AI segmented users
based on transaction type (e.g., funds transfer or bill payment) and
sent personalized surveys asking for feature-specific ratings. It
analysed sentiment in comments to identify recurring complaints,
such as interface complexity during fund transfers.

Outcome:
• Improved Survey Completion Rates: Personalized and
timely surveys achieved a 30% higher response rate
compared to generic forms.
• Actionable Insights: Sentiment analysis flagged 15% of users
expressing dissatisfaction with transaction workflows, enabling
immediate design updates.
• Feature Enhancements: Insights led to simplifying the
transfer interface, reducing transfer time by 25% and improving
NPS by 10 points.
• Increased Engagement: Users who received
acknowledgment for their feedback were 20% more likely to
interact with new features, fostering loyalty.
AI in feedback collection not only improves survey accuracy and
response rates but also helps prioritize feature enhancements,
ensuring that digital banking platforms remain user-centric and
competitive.
Customer Retention and Upselling

AI Role:

AI tools like Salesforce Einstein, Zeta AI, and Pega Customer

Decision Hub analyse customer behaviours, transaction
patterns, and financial goals to identify upselling opportunities.
AI delivers personalized recommendations, such as premium
account upgrades, tailored credit card offers, and investment
options. Predictive analytics anticipates customer needs,
ensuring timely and relevant engagement that boosts retention
and cross-selling success.

Example:
A bank implemented Salesforce Einstein AI to analyse
customer spending patterns and credit utilization. For customers
nearing their credit card limit, AI suggested an upgrade to a
higher-limit card with additional cashback rewards. Similarly, AI
flagged savings account holders with consistent balances
exceeding thresholds and recommended transitioning to
premium accounts with higher interest rates.
Outcome:
• Upselling Success: Credit card upgrades increased by
20%, generating an additional $2M in annual revenue.
• Customer Retention: Personalized investment plan
recommendations led to a 15% reduction in churn, as
customers felt more aligned with the platform's offerings.
• Engagement Metrics: Targeted promotions achieved a
35% higher click-through rate (CTR) compared to generic
campaigns.
• Cross-Selling Revenue: Customers who opted for
premium accounts contributed to a 25% uplift in average
account revenue.
AI-powered retention and upselling strategies ensure
personalized, timely, and value-driven customer engagement,
fostering loyalty and boosting profitability.