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  "documentTitle": "Global Banking Consumer Study Reignite human connections to discover hidden value",
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      "text": "In the past decade, banks have focused on mastering digital servicing. But this resulted in their primary channels becoming functionally correct but emotionally devoid.",
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      "text": "Attempts at personalization were often simplistic—for example, periodically offering personal loans, simply based on demographic information. This left many customers feeling that every digital interaction with their bank might just as well have been their first.",
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      "text": "Of course, it is not cost effective for a human bank employee to converse frequently with a customer. But harnessed correctly, advancements in generative AI will allow banks to do exactly this. For example, AI can integrate with existing banking systems to provide real-time updates and recommendations to customers through the most appropriate medium, whether that be text, audio or video. The technology will also allow banks to quickly react to events, news, and customer complaints with little or no supervision14.",
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