IFZ Conversational Banking Study 2021

The Institute of Financial Services Zug (IFZ) at the Lucerne University of Applied Sciences and Arts has analysed the possible uses of conversational banking in the sales and service processes of banks in the DACH region.

Live chat, chatbot or voicebot: The study results show when the target groups would like to chat with a bank and in which situations the classic communication measures such as e-mail or branch visits are preferred. Chat topics and customer group analysis are explored in an illuminating way.

Please note that the Study is only available in German.