Conversational AI is transforming financial services by enabling seamless, personalized engagement across voice, chat, and digital channels. Customers expect consistent experiences beyond IVR, accelerated by COVID-driven digital adoption. Nuance highlights five growth levers: personal finance management, personalized offers, 24/7 customer service, robo-advisory investment tools, and fraud detection via voice/behavioral biometrics. Case studies from Swedbank, Barclays, USAA, and NatWest show reduced costs, improved security, and faster resolution. Best practices include designing once and deploying across channels, maintaining context, and leveraging predictive analytics to optimize customer journeys.

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