Danske Bank’s UK CDO, Søren Rode Jain Andreasen has not really found a chatbot he actually likes.
“I have tried and tested a number of providers solutions at the bank, but none of them have left him feeling satisfied. We’ve tested different chatbots, but I don’t like them, and more importantly, customers don’t like them,” Andreasen told at FinovateEurope in Berlin.
“I always start with ‘how can we help the customer?’, rather than ‘how we can save money?’,” says Andreasen. Trouble is Danske bank’s profits could seriously decrease this year. Mostly because of €200 billion money-laundering scandal and negative interest rates. This issue goes on for almost a decade and it seems that the bank’s customer wellbeing is unfortunately not the first thing they will have on their minds in the upcoming year.
Despite his dislike for chatbots, Andreasen says walking into a Danske bank’s branch is like walking into Applestore. “You feel like you’re inside an iPhone”.
“The ‘do it yourself’ approach just leads to customers getting dropped,” he says. “We put people in between the DIY technology – lots of banks have forgotten that step.”
“Many challenger banks lack a physical channel targeting and focus on small market segments. The core of banking is lending,” he adds. “We’re in it for the long run”.