This industry report examines how banks and financial institutions are adopting conversational messaging to improve customer experience while maintaining security and compliance. It highlights growth in WhatsApp, RCS, and omnichannel combinations for services such as account management, authentication, transaction alerts, and customer support. The document emphasizes conversational AI use cases, including virtual assistants and guided self-service, that reduce operational load while improving accessibility. Regional insights and case studies illustrate how financial organizations are using messaging to differentiate through speed, convenience, and personalization.

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