Not many people are comfortable letting others know the state of their finances — their current-account balance, size of mortgage, loans, even how much they earn.
Money is, after all, private. Which is why chatbots are going to be big in banking.
A chatbot is the closest channel we have to going into an actual branch to talk to a member of staff.
It’s one-on-one, private and — when done well — the conversation is held not only at a level appropriate to the customer, but also in their style of language and at a time convenient to them.