Competition is continually expanding, demands on organisations are increasing all the time, and customer experience is critical to success.
AI-based systems increase productivity and enable decision making at a level far beyond what is achievable by a human being. Use of AI & analytics deliver better customer service and experience, reduce costs, and improve risk management, including fraud management, anti-money laundering, customer churn prevention, mortgage default & credit scoring.
Greater financial transparency from open and private data available to account holders open APIs. Enabling third party developers to build applications & services that give customers better options to choose which financial products they need. Data from multiple accounts, cards & banking products can be served via a single app.
Implementation of different user interfaces (UIs), chatbots & virtual assistants to support customer service, deliver high value/low impact FAQs, answer account inquiries and provide quotes and advice. Integrated platforms include messaging platforms, social media, SMS, website chat or similar tools.
A wide range of technologies enable hyper automation in the FSI sector including robotic process automation (RPA), natural language processing (NLP), drones, video-enabled AI solutions, etc. These deliver straight-through processing, simple automation (document processing, complex decisioning, autonomous underwriting) and ecosystem support.
Meeting changing customer needs to provide different ways of engaging and immediate, accessible responses and interactions. Achieving competitive edge in a challenging market of comparison sites, reduced loyalty and easier portability.
Increased digitisation and use of digital channels has exponentially increased the opportunity and risk of cyber-attack and fraud. Protecting organisations and customers against attack and fraud is critical to ensure business continuity, brand reputation, strong governance, and compliance.
Enabling modern working practices through the best platforms, processes, and tech. Simplifying, integrating, and consolidating systems and optimising processes and activities. To increase profitability and thrive in an increasingly competitive landscape of new digital competitors, increased regulation, and economy turbulence.
Multiple legal regimes and governing bodies increase the regulatory burden and compliance requirements every year. Changes to the regulatory landscape cause impact, such as Brexit. Broadening geographical reach expands complexity as regulations and requirements vary.
Telefónica Tech UK&I is a Managed Security Services Provider (MSSP) with a heritage in managed services, and expertise across all cybersecurity solutions and the threat landscape.
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