Filipino Bank Customers Ready to Embrace Artificial Intelligence and Automation in Digital Banking - Unisys Banking Insights Survey
Filipino consumers willing to allow banks to share data for Open Banking-based services - but privacy objections must be overcome for wide adoption
MANILA, PHILIPPINES, 19 March 2018 – New research from Unisys Corporation (NYSE: UIS) into the Philippine banking industry reveals that Philippine consumers are more willing to embrace new bank services based on emerging technologies such as Artificial Intelligence (AI) and machine learning than many of their Asia Pacific neighbours. They are also the most willing to support data sharing in an open banking environment, but only if privacy and security concerns are addressed.
Unisys APAC Banking Insights – Banking on the CX Factor is a study that provides insights into the attitudes of banking customers in the Philippines, Australia, Hong Kong, Malaysia and Taiwan. This year's report explores how consumers feel about banks using AI to assess eligibility for credit cards and home loans, as well as sentiment toward banks sharing data with non-bank entities to offer new services.
Of the five countries surveyed, Philippine bank customers are the most frustrated by long bank queues, cited by 53 percent of Filipinos as the most annoying thing about their bank. Conversely, Filipinos are the least annoyed by having to repeat themselves to different bank representatives or from one channel - phone, internet or branch – to another. In the last year the proportion of Filipinos annoyed by their credit card being frozen or cancelled due to a suspected fraudulent transaction has fallen by two-thirds from nine percent to just three percent.
"With bank queues remaining the top annoyance for Filipino bank customers, there is a huge opportunity for Philippine banks to move more customer interactions to digital channels, including mobile. In addition to relieving pressure on the branches, artificial intelligence and machine learning can help banks make quick decisions and capture intelligence about customers to offer them more personalised and relevant services," says Richard Parker, vice president financial services, Unisys Asia Pacific.
Unisys has taken steps to make banking easier by introducing new software called Elevate™, an end-to-end, digital banking software platform and suite of applications designed to help financial institutions deliver an instantly secure, omnichannel banking experience to their customers. Importantly, this means customers will be able to pay their bills on the go, transfer funds and apply for loans and mortgages anytime, anywhere – regardless of whether they are doing so on a mobile device or tablet, via an internet browser or inside a branch.
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Research firm OmniPoll conducted the online survey in November 2017, polling nationally representative samples of at least 1,000 people aged 18+ years in each of: the Philippines, Australia, Hong Kong, Malaysia and Taiwan.
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