July 29, 2025

2 thoughts on “Understanding the Evolving Landscape of Digital Banking Support

  1. This is a really solid overview of the evolving landscape of digital banking support. I particularly appreciate the balanced assessment of each channel – it’s not just about touting chatbots as the future, but acknowledging the continued importance of phone support for certain demographics and issues. My advice would be to consider adding a section on the integration of AI *beyond* chatbots, like using AI to analyze support tickets and proactively identify common pain points. That would elevate the piece even further.

  2. A very insightful article! The point about proactive fraud protection being a key component of customer service quality is spot on. Banks need to move beyond simply *reacting* to fraud and actively educating and protecting their customers. I

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