Chat-GPT is a prime example of an innovative, AI-powered tool that can not only enhance existing Dynamics 365 technology but deliver better customer experiences.
In today’s constantly evolving digital landscape, Financial Services organisations are always looking for innovative ways to improve their customer and user experience. Chat–GPT, a language model developed by OpenAI and recently purchased by Microsoft, is capable of processing and generating human-like responses to natural language queries. When we asked Chat-GPT ‘What are the benefits of Chat-GPT?’, here’s what it said:
What does this mean for Financial Services organisations?
By integrating Chat-GPT with existing Dynamics 365 technology, Financial Services organisations can provide their customers with a seamless and personalised experience to help meet their financial goals. One of the key benefits of using Chat-GPT in Financial Services is that it can assist customers in managing their finances, as well as providing users with an elevated layer of first-line assistance to bolster a best-in-class user experience – beyond simple FAQs or one-dimensional chatbots. Here are some more use cases of Chat-GPT in Financial Services organisations, when leveraged alongside Dynamics 365…
Content creation
Dynamics 365 Marketing already has Chat-GPT capabilities embedded within the email content designer functionality. This further increases the democratisation of technology that has been a prevalent theme of Power Platform and Dynamics 365 technology since its inception. By using the content canvas with assistance from Chat-GPT, we can further reduce the burden of needing exemplary design skills to produce personalised, high-quality content for customers.
Simplified case management
Dynamics 365 Customer Service provides an omnichannel engine for handling cases and service requests. This allows customer service teams to ingest and distribute tickets automatically via a complex routing engine, as well as being guided via consistent process flows to case resolution. Here are three use cases for Chat-GPT in helping customer service teams:
- Internal knowledge-based articles can be suggested to customer service agents to quicken the time to problem resolution and improve the experience of the agent.
- Leveraging Chat-GPT in Dynamics 365 Customer Service means that email templates and responses (such as retention emails and responses to complaints) can be levelled up to offer bespoke responses that cater to customer needs, without compromising on agent productivity.
- Chat-GPT can handle larger volumes of enquiries, whether these are to do with account balances, transaction history or loan applications, in a timely manner – driving greater customer satisfaction.
Know Your Customer (KYC)
Know Your Customer, or KYC, is arguably one of the most sought-after processes in Financial Services, with a 360-degree customer view proving to be more important than ever. However, in terms of lead generation, there is time pressure in undertaking a KYC process for new customers without jeopardising the need for responsiveness and white glove service. By leveraging Chat-GPT alongside Dynamics 365 Sales and Power Automate, we can build an automated KYC process where leads are automatically directed to the relevant salesperson. From here, Power Automate and Chat-GPT can generate an initial KYC report which allows for an immediate, educated decision as to whether the lead is qualifiable. This also assists in the initial interactions with the customer.
Embrace AI, embrace innovation
Organisations in banking and wealth management industries can see direct benefits from integrating Chat-GPT with their existing Dynamics 365 technology. By leveraging this technology, customers are provided with a seamless and personalised experience that can help them achieve their financial goals. Furthermore, Chat-GPT can also help:
- Reduce costs
- Improve customer service
- Enhance overall user experience.
As the demand for personalised and digital financial services continues to grow, it is becoming increasingly important for companies to stay ahead of the curve by investing in new and emerging technologies like Chat-GPT.
If you would like to find out more about leveraging Chat-GPT within Dynamics 365, get in touch with our team of experts today.