{ "docId": "019dd923-5de0-76bd-a167-d97b47181c2f", "docSlug": "df6f7ffbb24bfbd2", "documentTitle": "Banking: The future is back", "authorId": "Accenture", "authorName": "Accenture", "documentKindSlug": "consulting-deck", "documentKindLabel": "Consulting deck", "sourceTypeSlug": "strategy_consulting", "sourceTypeLabel": "Strategy consulting", "presentationDate": null, "orientation": "landscape", "aspectRatio": 1.778, "pageNumber": 19, "pageCount": 48, "prevPage": 18, "nextPage": 20, "slideType": "key_messages", "function": "summarize", "density": "dense", "nDataPoints": 2, "notes": "The slide uses a split-layout with a white background on the left for text and a dark, abstract graphic background on the right for a pull-quote.", "elementsJson": [ "paragraph", "bullet_list", "callout_box" ], "metadataConfidence": 0.95, "imagePath": null, "slideHref": "/slides/019dd923-5de0-76bd-a167-d97b47181c2f/19", "deckHref": "/decks/019dd923-5de0-76bd-a167-d97b47181c2f", "deckJsonHref": "/decks/019dd923-5de0-76bd-a167-d97b47181c2f.json", "deckAnchorHref": "/decks/019dd923-5de0-76bd-a167-d97b47181c2f#slide-19", "components": [ { "bbox": { "x": 0.56, "y": 0.87 }, "kind": "callout", "text": "Our latest Banking Consumer Study revealed that 72% of customers believe an appealing and personalized range of products and services is a key factor when selecting a bank.", "attrs": null, "subkind": "primary", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "273c7690-3f5c-4fe1-9cd0-7501fa5b000b", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "x": 0.56, "y": 0.79 }, "kind": "callout", "text": "Nordic neobank Lunar has launched its GenAI Native Voice Assistant based on OpenAI’s GPT-4o model. Its goal is to handle 75% of customer calls.", "attrs": null, "subkind": "primary", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "9858274b-1be0-4aea-8e89-04d8c5ed7e42", "frameworkName": null, "frameworkSlug": null }, { "bbox": null, "kind": "callout", "text": "The fact that consumer surveys regularly confirm people’s nostalgia for bank branches, even while having little practical need for them, is evidence of their craving for meaningful relationships around their finances.", "attrs": null, "subkind": null, "toolName": "Visual emphasis", "toolSlug": "visual-emphasis", "confidence": null, "componentId": "019dd951-a674-768f-a06c-c6cd7983ae71", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "x": 0.56, "y": 0.71 }, "kind": "list", "text": "Most of banks’ website pages will be relegated to the dustbin of history, and each “journey” will be replaced with a simple conversational interface. Some banks are already testing AI avatars that can process loan applications for customers in a context that feels like being on a Zoom call.\nHuman contact center agents will have far fewer calls to deal with, they will be vastly more capable—everything about the customer and the bank’s products and policies at their fingertips—and they will specialize in complex enquiries. The technology will elevate the capabilities of even the least experienced and talented agents to levels approaching those of the most proficient agents.\nBanks’ mobile experiences will morph into apps that change dynamically as customers’ needs change, and that feel more like texting with your bank-manager friend who always remembers where you left off.\nRelationship managers will use AI agents to guide conversations in real time and, like Google Maps, will let them know when the path ahead is clear or full of obstacles. The future will be human + machine, not just AI alone.\nBranches may change more than other channels. AI agents will help branch managers and associates solve complex problems in record time, freeing them to spend more time assisting customers in the management of their financial future.", "attrs": null, "subkind": "bullet", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "b89efebb-832f-455a-9630-7cc1258b142b", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "x": 0.56, "y": 0.21 }, "kind": "paragraph", "text": "In the future, the bulk of the bank’s interactions with its customers will be handled by AI-powered agents. As these semi-autonomous task-specific software programs work their way into every interaction and channel, we envision a future dramatically different from today, yet more like the past:", "attrs": null, "subkind": "paragraph", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "78002141-067d-4982-acfd-46b4ad2bc58f", "frameworkName": null, "frameworkSlug": null }, { "bbox": { "x": 0.92, "y": 0.51 }, "kind": "quote", "text": "The fact that consumer surveys regularly confirm people’s nostalgia for bank branches, even while having little practical need for them, is evidence of their craving for meaningful relationships around their finances. AI holds the potential to restore humanity in banking, helping banks get closer to their customers, both practically and emotionally. Stronger ties and relationships that are more trusted and loyal, and more valuable to all parties, will recapture the best of banking as it once was.", "attrs": null, "subkind": "pull-quote", "toolName": null, "toolSlug": null, "confidence": null, "componentId": "4906345e-5fb8-409b-b69a-11b958e5e3a9", "frameworkName": null, "frameworkSlug": null } ], "metrics": [], "tools": [ { "name": "Action Titles", "slug": "action-titles", "agent": "Architect", "layer": "slide", "matchId": "019dd95a-0bbb-77da-b1d7-fe735a9562e4", "evidence": "Title: 'In the future, the bulk of the bank's interactions with its customers will be handled by AI-powered agents'", "confidence": 88 }, { "name": "Call to action", "slug": "call-to-action", "agent": null, "layer": "slide", "matchId": "1c2e01f6-f788-4124-b8b6-a4961a2841a5", "evidence": "Most of banks’ website pages will be relegated to the dustbin of history, and each “journey” will be replaced with a simple conversational interface.", "confidence": 0.7 }, { "name": "Contrast Principle", "slug": "contrast-principle", "agent": "Designer", "layer": "slide", "matchId": "019dd95a-0bbb-77da-b1d8-0392a43de05d", "evidence": "AI-powered agents vs nostalgic craving for branches juxtaposed", "confidence": 70 } ], "frameworks": [], "arcBeats": [ { "to": 45, "from": 6, "beatId": "019dd95a-0680-7418-8209-303a18385e57", "arcName": "The Triple Take", "arcSlug": "triple-take", "beatName": "The Implications (So What)", "beatSlug": "triple-take-the-implications-so-what", "evidence": "Ten trend chapters with charts/data and 'so what' action titles", "position": 2, "confidence": 88, "parentBeatName": "Reflection", "parentBeatSlug": "reflection" }, { "to": 37, "from": 17, "beatId": "019dd95a-0680-7418-8209-406644a23a08", "arcName": "Voyage and Return", "arcSlug": "voyage-return", "beatName": "Discoveries", "beatSlug": "voyage-return-discoveries", "evidence": "Trends 4-8 reveal customer-centric AI, value-in, open source insights", "position": 3, "confidence": 62, "parentBeatName": "Development", "parentBeatSlug": "development" } ], "loops": [ { "to": 20, "from": 17, "name": "Pivot", "slug": "17-pivot", "bestFor": "Project updates, board meetings, agile retrospectives", "matchId": "019dd95a-07fd-712f-b772-d0ef97b0280a", "evidence": "Title 'go back to the future'; p.19 says future interactions handled by AI yet customers still crave personal relationships", "position": 5, "objective": "Pivot from digital-only to AI-personal experiences", "structure": "The Original Hypothesis -> The New Discovery -> The Strategic Shift", "confidence": 80, "description": "Validate a change in direction by showing it is a reaction to new intelligence, not failure" } ], "imagePathAlt": null, "thumbSrc": null, "thumbSrcAlt": null, "locked": true }