Technological Development Is a Blitz, But the Teller Window Persists
Modern technologies encroach on the customer service process more and more, but they will not replace human contact for a long time to come. This is because they shouldn’t – such was one of the main conclusions of the panel “From teller window to bot. Customer service and consumer communication in the age of AI”, held during the Krynica Forum 2023.
Maciej Brzozowski, Vice-President of PKO Bank Polski, pointed out during the discussion that automation allows the banking sector to expedite and improve customer service.
“This process is progressing at a phenomenally fast pace. Such speed is hard to imagine. Our IKO smartphone banking application has already been activated by customers more than 7.6 million times; several hundred million operations are performed in very short periods of time. Demand for modern technology is immense. Gigantic amounts of data are also being generated. Large banks, such as PKO Bank Polski, use artificial intelligence and cutting-edge IT solutions not only for direct customer service, but also for risk assessment, customer grouping and preparing the best possible offers”, pointed out Maciej Brzozowski. “The system must be improved and developed continuously. Perhaps one day we will reach a point where we will not be able to distinguish whether we are being served by artificial intelligence or a person”, he opined.
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