From trust to empathy, see how user-friendly design and localization help chatbots better serve banking customers, driving loyalty and satisfaction.
Improving Banking Chatbot Satisfaction with Localized and Humanized Approach
Chatbots in Banking: Local & Human Touch Wins
In the dynamic realm of digital banking, the quest to enhance user satisfaction with chatbots has led to a harmonious blend of perceived intelligence, human-like features, and thoughtful localization.
A recent study delved into how these elements, framed by the Unified Theory of Acceptance and Use of Technology(UTAUT), influence user contentment with banking chatbots, highlighting the pivotal role of trust. The research, involving 667 participants, unveiled that users’ perceptions of a chatbot’s usefulness and ease of use are paramount to their satisfaction.
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Chatbots that engage users and exhibit empathy further elevate this satisfaction. Conversely, factors like social influence and perceived intelligence were found to have minimal impact. Trust emerged as a crucial mediator, guiding users’ intentions and overall satisfaction. Additionally, tailoring chatbot content to local languages and cultural nuances significantly enhanced user satisfaction.
For developers aiming to refine chatbot performance, focusing on contextual understanding and empathetic interactions is essential. Incorporating an advanced anthropomorphic feature scan makes interactions more relatable and satisfying.
Engaging native speakers in creating and localizing chatbot content ensures cultural relevance and resonates with users. Banks should also consider sharing performance metrics and offering seamless access to human support to build trust and improve customer satisfaction.
This study offers valuable insights for financial managers, emphasizing that a localized and humanized approach to chatbot design can significantly boost user engagement and satisfaction. By integrating UTAUT, anthropomorphism, and the expectation confirmation model, banks can develop chatbots that not only meet user expectations but also foster trust and loyalty.
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The full research paper can be accessed here: Misra, R., Malik, G., & Singh, P. (2025). A localized and humanized approach to chatbot banking companions: implications for financial managers. Management Decision. DOI 10.1108/MD-11-2023-2223
