{
  "docId": "019dd923-5de0-76bd-a167-d50ae18c1f4e",
  "docSlug": "426832e70272fe9b",
  "documentTitle": "Banking Consumer Study 2025",
  "authorId": "Accenture",
  "authorName": "Accenture",
  "documentKindSlug": "consulting-deck",
  "documentKindLabel": "Consulting deck",
  "sourceTypeSlug": "strategy_consulting",
  "sourceTypeLabel": "Strategy consulting",
  "presentationDate": null,
  "orientation": "landscape",
  "aspectRatio": 1.778,
  "pageNumber": 27,
  "pageCount": 38,
  "prevPage": 26,
  "nextPage": 28,
  "slideType": "recommendation",
  "function": "recommend",
  "density": "dense",
  "nDataPoints": 0,
  "notes": "The slide uses a 'Actions to help' header and includes a footer navigation bar indicating this is part of a larger framework.",
  "elementsJson": [
    "action_title",
    "paragraph",
    "callout_box",
    "footnote"
  ],
  "metadataConfidence": 0.95,
  "imagePath": null,
  "slideHref": "/slides/019dd923-5de0-76bd-a167-d50ae18c1f4e/27",
  "deckHref": "/decks/019dd923-5de0-76bd-a167-d50ae18c1f4e",
  "deckJsonHref": "/decks/019dd923-5de0-76bd-a167-d50ae18c1f4e.json",
  "deckAnchorHref": "/decks/019dd923-5de0-76bd-a167-d50ae18c1f4e#slide-27",
  "components": [
    {
      "bbox": {
        "x": 0.09,
        "y": 550
      },
      "kind": "callout",
      "text": "Chatbots should function more like a knowledgeable advisor than a glorified FAQ.",
      "attrs": null,
      "subkind": "primary",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "aceed81c-2045-4ee4-a574-0a95fc8e5e9d",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "x": 0.07,
        "y": 0.35
      },
      "kind": "paragraph",
      "text": "Most chatbots struggle even with basic tasks like retrieving documents or resolving issues, leading to frustrating customer experiences. This happens because they are designed to respond rather than understand.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "4d842e21-3222-4c70-bf5c-e007bbe33799",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "x": 0.36,
        "y": 0.35
      },
      "kind": "paragraph",
      "text": "The opportunity here lies in using more advanced gen AI “agents” to combine the lessons from “Remember me” with what it learns in real-time during “conversations” so that it functions more like a knowledgeable advisor than a glorified FAQ. It should listen, learn and anticipate customer needs, to help them make informed decisions. Customers should feel like they are texting with their bankers, to the extent possible. The same kind of agents can also support human service representatives by summarizing past conversations and suggesting solutions in real time, while they’re talking with customers. In this way, customers won’t have to repeat themselves or struggle with complex menus when seeking help. Saudia, the national airline of Saudi Arabia, offers inspiration here. Saudia introduced Travel Companion, an AI-powered virtual concierge. Rather than simply responding to questions and redirecting users to generic resources, the tool connects and streamlines booking processes, flight planning and destination exploration. Saudia takes pride in being the first airline in the MENA region to integrate this advanced technology into a comprehensive platform that goes beyond flight bookings.",
      "attrs": null,
      "subkind": "paragraph",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "7368410c-ee56-434b-842c-30193d5caaa1",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "x": 0.07,
        "y": 0.11
      },
      "kind": "title",
      "text": "Actions to help",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "2aa5b084-45e3-47ba-b9cf-208620fc8b11",
      "frameworkName": null,
      "frameworkSlug": null
    },
    {
      "bbox": {
        "x": 0.07,
        "y": 0.22
      },
      "kind": "title",
      "text": "03 Stop thinking chatbots; start thinking conversations",
      "attrs": null,
      "subkind": "headline",
      "toolName": null,
      "toolSlug": null,
      "confidence": null,
      "componentId": "e47c3695-c289-4223-b852-68803051e950",
      "frameworkName": null,
      "frameworkSlug": null
    }
  ],
  "metrics": [],
  "tools": [
    {
      "name": "Chiasmus",
      "slug": "chiasmus",
      "agent": "Storyteller",
      "layer": "loop",
      "matchId": "019dd95a-0bbb-77da-b1d2-30b616260e09",
      "evidence": "Stop X, start Y construction inverts the framing",
      "confidence": 65
    },
    {
      "name": "Action Titles",
      "slug": "action-titles",
      "agent": "Architect",
      "layer": "slide",
      "matchId": "019dd95a-0bbb-77da-b1d2-2fa8a1e8ec5f",
      "evidence": "Imperative title 'Stop thinking chatbots; start thinking conversations'",
      "confidence": 90
    },
    {
      "name": "Problem-Agitate-Solve (PAS)",
      "slug": "problem-agitate-solve-pas",
      "agent": "Storyteller",
      "layer": "slide",
      "matchId": "2d38837f-ec5a-4a29-b3c8-c4421f1a2218",
      "evidence": "Most chatbots struggle even with basic tasks like retrieving documents or resolving issues, leading to frustrating customer experiences.",
      "confidence": 0.6
    }
  ],
  "frameworks": [],
  "arcBeats": [
    {
      "to": 34,
      "from": 12,
      "beatId": "019dd95a-0680-7418-8208-93832433f2a3",
      "arcName": "The Consultant's Gambit",
      "arcSlug": "consultants-gambit",
      "beatName": "Evidence & Proof",
      "beatSlug": "consultants-gambit-evidence-proof",
      "evidence": "Each driver section: diagnostic stat + recommendations + named bank case studies",
      "position": 4,
      "confidence": 88,
      "parentBeatName": "Evidence",
      "parentBeatSlug": "evidence"
    },
    {
      "to": 30,
      "from": 13,
      "beatId": "019dd95a-0680-7418-8208-9fe0e59bdcd1",
      "arcName": "The Triple Take",
      "arcSlug": "triple-take",
      "beatName": "The Implications (So What)",
      "beatSlug": "triple-take-the-implications-so-what",
      "evidence": "Diagnostic stats per driver: 46%, 72%, 21%, 53% gaps",
      "position": 2,
      "confidence": 65,
      "parentBeatName": "Reflection",
      "parentBeatSlug": "reflection"
    }
  ],
  "loops": [
    {
      "to": 28,
      "from": 22,
      "name": "Aha Moment",
      "slug": "03-aha-moment",
      "bestFor": "Data-heavy sections, research findings, analytical arguments",
      "matchId": "019dd95a-07fd-712f-b772-63bb2c3160b9",
      "evidence": "Only 21% see service as value driver despite being #2 advocacy driver -> 4 service recommendations",
      "position": 4,
      "objective": "Reveal service is the under-valued advocacy driver and prescribe how to elevate it (Delight me)",
      "structure": "The Problem/Question -> What the Data Shows -> The Insight",
      "confidence": 78,
      "description": "Establish a tension, present data, then deliver the insight that changes everything"
    }
  ],
  "imagePathAlt": null,
  "thumbSrc": null,
  "thumbSrcAlt": null,
  "locked": true
}