Improving customer experience spurs AI use in BFSI, says report

83% of BFSI leaders believe enhancing customer experience is top driver of AI implementation

Enhancing customer experience is the top reason Indian financial services organisations’ cited for the implementation of artificial intelligence (AI), according to a PwC-FICCI report, titled “Uncovering the ground truth: AI in Indian financial services.”

Sudipta Ghosh, partner and leader – data and analytics, PwC India, said: “The Indian financial services sector is already using AI as a key enabler for enhancing customer experience, improving operational efficiency and managing business risks. Maturity of using and adopting AI-enabled solutions with a deeper understanding of not just the business case, technology and data, but also the risks around security, privacy and accountability will differentiate the leaders from the rest.”