Digitization in wealth management has quickly moved beyond regular investment and portfolio rebalancing to include a variety of other features, including customer onboarding, financial planning and most importantly intelligent advisory services. Larger more-established firms are making substantial technology investments to enhance current capabilities and stay ahead of the competition – most notably in cognitive advisory platforms.
Artificial Intelligence (AI) platforms have become a focal point for such investments, given AI’s ability to automate repetitive tasks, detect and analyze patters in data, and execute transactions. In a recent report on wealth management, Capgemini identified the expanded use of AI, cognitive systems and machine learning across the industry as the number one trend in wealth management. The report also notes the growing importance of using AI to deliver personalized advisory services, and execute complex transactions in real-time, in order to differentiate and exceed customer service expectations.
Investing in IPsoft’s Amelia, the industry’s most advanced digital colleague, allows firms to stand out from competitors by bringing cutting-edge innovation into their wealth management offerings and advisory services.
What Amelia Can Do
Traditionally, wealth management firms have used data mining and analytics, along with their own financial models and market experience, to advise customers on the best investments for their current and future needs. Amelia allows wealth management firms to supercharge their services; not only can she handle tasks such as customer onboarding and investment transactions faster than humans, she can make intelligent recommendations on how to optimally rebalance portfolios.
Account onboarding: Using her advanced automation and workflow abilities, Amelia can execute customer wire transfers faster than human agents and more accurately than other automated systems. Amelia’s integration hub allows her to tie into back-end processes at banks and financial institutions, so she can access the most up-to-date data and information. Amelia will receive a customer wire transfer request, submit it for bank authorization and verification,
confirm availability of funds and process the transfer (or reject the transfer if funds are insufficient).
Client advisory services: In addition to onboarding, Amelia’s integration hub allows her constant access to multiple data sources and back-end business processes, so she can accurately present up-to-date investment balances and information. During her customer interactions, with her ability to learn, contextual awareness and advanced analytics, Amelia can look at market patterns and customer investment preferences and provide insight on potential investment choices, including current and historical data on fund and stock performance. She can provide alerts to customers advising them on new products that match their investment profile, and inquire as to whether they want to make any portfolio adjustments. Customers can be very wary about making any changes in their investment portfolios; Amelia’s emotional intelligence allows her to sense sentiment and emotion, so she can reassure customers that they’re making smart and informed choices. When necessary, Amelia can seamlessly hand off a customer to a human colleague and provide a full record of the interaction, so a customer does not need to repeat steps or inputs. Amelia can also assist a live advisor by providing analyses of market data and return rates, which can be used to give a customer a more personalized experience.
These services can be delivered through multiple channels on a platform that is available 24/7 and highly scalable, providing capacity to handle high volumes of transactions and information queries. With her ability to be trained in up to 100 languages, Amelia can understand everything from utterances to short phrases to complete sentences, so she can have natural dialogues with customers.
GLOBAL FINANCIAL SERVICE COMPANY PILOT PROGRAM
As wealth management firms continue to embrace AI, Amelia can bring the kind of results that impact operations, customer experience and the workforce.
Operational costs: Amelia’s ability to scale when providing onboarding and clients services means she can handle high transaction and inquiry volumes without human assistance – so she can quickly deliver operational savings that can be invested in other areas impacting employees, technology or the business overall.
Improved end-to-end customer experience: Expectations around customer service continue to climb, especially as wealth management firms bring on more digital capabilities and cognitive advisory services. Unlike static chatbots that are unable to analyze patterns over time, Amelia provides a richer personalized customer experience, thanks to her analytics, conversational ability and emotional intelligence. Not only can she perform with a high degree of accuracy, in some cases as high as 90%, but she can help human advisors identify upsell and cross-sell opportunities with customers looking for different investment choices.
Enhanced workforce: Amelia is deigned to take on repetitive work, and free up time for her human colleagues to deliver higher-value services and advice. When Amelia is unable to provide a solution or information, human colleagues can pick up exactly where Amelia left off in a conversation. Overall, this leads to a more efficient and specialized workforce and ultimately higher employee satisfaction rates, which cuts down on attrition.