无人化服务？人工智能如何彻底改变金融服务业的客户服务

How AI is revolutionizing customer servicein Financial Services AUGUST 2025 Management Summary Artificial intelligence (AI) is transforming how businesses serve customers.The financial services industry is at the forefront, with most companies alreadyusing AI in customer service – from chatbots to AI-generated offers. More thanother industries, financial services organizations see AI and automation as key tofuture challenges, expecting the technology to play a major role by 2027. To assess progress, Roland Berger and Potloc surveyed 125+ customer servicedecision makers in late 2024 and early 2025. Findings show a mixed picture: whilethe sector leads in data capabilities, scalable infrastructure and Big Data analytics,over half of companies still lag in areas like personalization and agile cross-functionalteams. Although 98% have tested AI use cases, many could go further in scalingapplications. The road ahead remains challenging. Regulatory differences, data protection,risk concerns and a lack of training hinder implementation, while cultural acceptanceand a shortage of skilled employees add complexity. Despite these hurdles, 92% ofrespondents expect AI to be highly important for customer service over the nextthree years, likely leading to some downsizing. Yet human oversightwill remain essential to guide and control AI-driven systems. The following pages detail how AI is reshaping financial services customer service,the barriers to overcome and what lies ahead for organizations. A revolution in customer serviceFinancial services organizations lead the way on AI The survey shows that most industries have yet to develop the necessary maturityto fully leverage AI technology in customer service, while FS is more advanced AI is revolutionizing customer service in the financialservices (FS) industry. For customers it creates addedvalue, boosts efficiency and increases satisfaction; forserviceproviders it reduces costs and optimizesoperations. Unsurprisingly, nearly all customer servicedepartments–across all industries–have alreadyimplemented some form or other of AI in their operationsand the tendency is towards an ever greater role for thenew technology. How is the industry doing? Financial services is more ofan innovator than other sectors, and although 57% ofplayers could still be classed as "laggards", this is alowershare than we found for other industries.Moreover, financial institutions are ahead of their peersinother industries in terms of viewing technology,automation and AI as an especially promising solution. Strengths and weaknessesFinancial services outperforms other industries in some areas, but there is still work to do Where in particular is the financial services industryperforming better than other industries? The surveyfoundthat the industry had made above-averageprogress in the areas of data capabilities and skills,scalable infrastructure ("cloudification"), the monitoringofdata-driven services and Big Data analyticscapabilities. However, AI-readiness remained low whenitcame to having decentralized teams with P&Lresponsibility, agile cross-functional teams, outcome-based governance, and in the area of personalizationand context-awareness. Customer service leaders willneed to focus on improving these areas going forward. Legislation, data protection and diversitySpecific challenges for financial services companies Financial institutions face significant challenges whenitcomes to implementing AI solutions in customerservice.Respondents point to legislation and dataprotection as the biggest challenge, for example, whilecompanies in other industries are more concerned withmeeting customer expectations and ensuring customersatisfaction.Another major challenge for financialinstitutions is managing the complexity arising fromhaving diverse customers, customer types and serviceneeds.These challenges are relevant for financialservice companies of all types and across all regions,according to the survey findings. Overcoming industry challengesTechnology, AI and automation are the most promising solutions In the financial services world, technology, artificial intelligence and automation are viewed as most promising solutions to key challenges –highlighted by 72% of respondents, compared to 57% in other industries. Indeed, almost half of respondents at financial institutions believed thattechnology could take over the majority of requests by customers. Implementation hurdlesWhat stops financial institutions expanding the use of AI in customer service? Financial institutions report that the most significanthurdles for expanding their use of AI technology incustomer service relate to regulatory constraints, riskconcerns and a lack of training. As AI is used more andmore, ensuring high-quality training data, aligning AIbehaviorwith ethical standards and maintaininghuman oversight are essential. While many companieshavethe necessary technical capability,problemsremainaround cultural and int