Financial Institutions Should Focus AI on Revenue, Not Just Cost Cuts
Banks, credit unions, and fintechs deploying AI in customer service are often missing the bigger opportunity. Rather than using AI primarily to reduce expenses, financial institutions should focus on improving customer experience and generating revenue, according to Stacy Osorio, Director of Customer Success at Cresta.
Osorio discussed the shift at FinovateSpring in San Diego earlier this year. The key is thinking beyond simple automation-AI should help organizations understand what's actually happening across customer interactions.
Three Areas Where AI Adds Value
Financial institutions should consider three parallel benefits from AI deployment:
- Driving customer satisfaction and revenue growth through better conversations
- Coaching human agents to perform more effectively
- Creating new automation opportunities through AI agents
This approach treats AI as a tool for improving the customer experience itself, not just trimming headcount.
Look Beyond Chatbots
The most effective implementations go further than conversational AI. Organizations should examine how AI can automate workflows, extract insights from customer interactions, and help human agents have better conversations.
Cresta's platform combines conversational intelligence, workflow automation, and AI agents to address these needs. The company works with enterprises including United Airlines, Cox, and Acorns.
For finance professionals evaluating AI solutions, the question isn't whether to deploy AI-it's whether your implementation improves customer outcomes while addressing operational goals. AI for Customer Support and AI Agents & Automation can reshape how contact centers operate when designed with both objectives in mind.
Your membership also unlocks:
