罗兰贝格：2025无人化服务？人工智能重塑金融服务业客户服务模式研究报告（英文版）（12页）.pdf

1、AUGUST 2025 Cover piranka/iStockService without people?How AI is revolutionizing customer service in Financial Services 2Artificial intelligence(AI)is transforming how businesses serve customers.The financial services industry is at the forefront,with most companies already using AI in customer serv

2、ice from chatbots to AI-generated offers.More than other industries,financial services organizations see AI and automation as key to future challenges,expecting the technology to play a major role by 2027.To assess progress,Roland Berger and Potloc surveyed 125+customer service decision makers in la

3、te 2024 and early 2025.Findings show a mixed picture:while the sector leads in data capabilities,scalable infrastructure and Big Data analytics,over half of companies still lag in areas like personalization and agile cross-functional teams.Although 98%have tested AI use cases,many could go further i

4、n scaling applications.The road ahead remains challenging.Regulatory differences,data protection,risk concerns and a lack of training hinder implementation,while cultural acceptance and a shortage of skilled employees add complexity.Despite these hurdles,92%of respondents expect AI to be highly impo

5、rtant for customer service over the next three years,likely leading to some downsizing.Yet human oversight will remain essential to guide and control AI-driven systems.The following pages detail how AI is reshaping financial services customer service,the barriers to overcome and what lies ahead for

6、organizations.Service without people?Management SummaryService without people?3Source:Potloc,Roland BergerThe survey shows that most industries have yet to develop the necessary maturity to fully leverage AI technology in customer service,while FS is more advancedA revolution in customer serviceFina