Portfolio company Moneylion's use of AI-based chatbots is an example of how artificial intelligence (AI) is becoming more prevalent within financial services technology. AI within financial services can increase the likelihood that customers will achieve their financial goals and helps them address their questions much more quickly, among many other benefits.
AI in financial services technology is also touching customer service, specifically via chatbots. These chatbots imitate human conversation using computer programs that leverage AI. Chatbots can’t fully replace human interaction, but they can help customers get faster responses to questions that would otherwise have to wait until business hours. Chatbots are programmed to respond when contacted by a human, or even other chatbots. Chatbots are capable of answering basic customer service questions, and customers can access them any time of day. An app called MoneyLion uses financial services technology AI and includes a chatbot. MoneyLion is a personal finance app that helps users to manage money. MoneyLion recommends ways for users to save more money and provides credit monitoring tools as well. The app’s chatbots are adept at answering simple user questions, and the built-in financial services technology AI can transfer users to a human customer service representative if the chatbot is unable to answer a question.