Depending on which way you're wired, this either makes very exciting or extremely scary reading.
For many people, Siri on their iPhones is just a bit of fun, but we already readily accept that we are talking to 'an' AI. I look at my teenage kids, and my son speaks commands to his phone all the time. Even my mother-in-law who is in her eighties uses voice commands on her Android tablet.
But this point is well made - "while AI can improve customer experiences, machines will not simply replace human customer service staff – many consumers will still want to speak with a person for more complex queries and so the key for banks will be delivering a service that gets the balance right between machine and human, ensuring human intervention at the necessary points". Though you can't help thinking that at the point a human gets involved in an interaction with a bank, it will all fall apart.
That said, we can expect a raft of new products in financial services that are completely automated to come at us like a tsunami over the next few years.
Exciting times ahead.
Google’s Rat Kurzweil predicts robots will reach human levels of intelligence by 2029 if they can overcome current limitations. Pepper the Robot is the world’s first humanoid robot with human emotions, developed by Softbank, one of Japan’s biggest telecommunications companies, in collaboration with Paris-based robotics experts, Aldebaran. Pepper is already being used in customer services industries as a replacement to an informational booth or welcome desk.