This BCG white paper outlines how GenAI and AI can help banks deliver “bionic” customer service—combining automation with human interaction to optimize cost and satisfaction. It proposes four pillars: analyze service data for insights, augment agents with tools like virtual assistants, automate complex requests using chatbots and AI, and proactively avert issues with early detection. Expected gains include up to 70% productivity boosts, 60% cost reductions, and triple customer satisfaction scores. A five-step roadmap helps banks activate this vision while balancing technology, regulation, and personalized service.

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