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As the FT reports technology such as artificial intelligence is being used in emerging markets countries to improve data collection and streamline credit decisions. Yet much of the world’s “underbanked” population rely heavily on cash meaning that the human aspect of financial services is likely to remain critical for some time.
Finance experts say technology can play an important role in improving customer relations, even without human interaction. Rosa Wang, global director of digital finance at Opportunity International, which provides poor communities in developing countries with financial services, sees potential in “interactive voice response” systems that deliver automated messages in local languages. “In Africa, two-thirds of clients have literacy challenges and they might or might not speak the majority language of the country,” she says. “So the IVR allows an interaction.”
https://www.ft.com/content/0c6ddd3c-4b36-11e9-bde6-79eaea5acb64
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