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  • Writer's pictureJaime González Gasque

Conversational AI and Voice Assistants: The Future of Banking

Voice Banking Market was valued at USD 1.21 Billion in 2021 globally and is expected to reach USD 2.75 Billion by 2029, exhibiting a CAGR of 10.81 % during the forecast period (2022-2029)

Voice Banking Market Overview:

Voice banking is a process that offers a person with voice management for everyday banking operations. The future of banking is expected to be significantly impacted by voice banking. Fintechs, startups, internet behemoths, incumbent banks, and disruptors are already striving for clients within their voice-powered ecosystems. The FinTech sector is changing owing to voice banking, and only products that are compatible with current technology will be sold. Voice banking has created several opportunities for banks because of its accessibility, convenience, and security.

According to MMR recent study, voice banking technology can be used in internal and external back-offices to cut down on the number of online branch personnel, the volume of incoming calls, and arising activities. Many banks will be able to manage between 15% and 35% of their activities and become more effective than the human foundation once these issues are resolved.

Voice Banking Market Dynamics:

Global Voice Banking Market dynamics are thoroughly studied and explained in the MMR report, which helps reader to understand developing market trends, drivers, restraints, opportunities, and challenges at global and regional level for the Global Voice Banking Market. Some of the market drivers and restraints are illustrate below, their detailed explanation is discussed in the MMR report with other supporting:

Growth of Voice-Based Technology in Banking Sector:

An AI- based technology is voice technology. It possesses the capabilities of a digital device, including the capacity to identify, accept, and comprehend spoken commands and to carry them out utilising sound input as an interface. According to latest study, "The future of voice," banking and finance experts in India were polled. According to the survey, 72% of respondents stated voice is crucial to the bank's future performance and 94% of respondents said the trend toward speech will accelerate in the future.

Benefits Of Voice Technology for Banking:

  • Biometric Security: Banks can utilise voice-based technologies to add an additional layer of biometric security protection. Because voice assistants can distinguish between different voices, they can use voice to confirm a customer's identity.

  • Enhanced Accessibility: Voice-based technologies will help banks in more rapid and coordinated communication. By enabling customers to use banking services around-the-clock, this will enable banks to offer better services.

  • Bank customers will be able to make deposits or withdrawals by simply asking their phones to do so thanks to voice-based technology.

Growing The Use of Artificial Intelligence Technology Rapidly:

The use of artificial intelligence has been developing rapidly. It has transformed how services are delivered in a way that many of us couldn't have predicted. Many people were shocked by the emergence of voice-activated AI technologies like Alexa. Within the framework of information and communication services that they offer, these portable smart speakers can incorporate financial services. Simply put, it can be claimed that banks have advanced to the next stage of AI-driven banking as a result of client expectations and pressure. Nevertheless, it is not without difficulties, such as the use of client personal information, etc. Consumer demand for virtual banking (VB) has increased in the banking industry, and many Indian banks (ICICI Bank, United Bank of India, etc.) have already begun using it and putting regulations into place to boost its effectiveness.

Adoption Of Voice Payments in the USA:

The digital assistant Erica was introduced by Bank of America in 2016 to provide consumers the ease of voice payments. This platform has only been on the market for 1.5 years, yet it already has 10 million loyal users who have sent over 100 million transactions through it. Erica was created to process payments, transfers, lists of instructions, voice commands, gesture analysis of consumer behaviour, and written directions.

Voice Banking Market:

By assisting Bank of America in understanding customers' requests through her voice banking assistance, Erica emerged as the hero. They also gather a tonne of information from voice inquiries, which helps BoA customize its digital offerings more quickly and improve customer satisfaction.

Voice Banking Development: Several directions are expected to be taken by voice banking development during the next few years. 18 million US consumers have reported tested voice payments, and many banks and financial institutions provide this option to their customers. This information comes from Intelligent Software Engineering. It is projected that the market would expand due to the expansion of voice banking. Because of the increasing use of speech recognition in mobile and web banking apps, the banking industry is expected to grow at a significant rate during 2022-2029.

Voice Banking Market Opportunities:

The new opportunity opens up once voice authentication can reach a segment of customers with visual losses. They will benefit from this voice banking feature. They can freely handle their own finances in addition to using touch technology to solve any travel-related issues or difficulties. Language barriers are eliminated via voice banking using live translation, which increases the number of customers a bank or financial institution may serve concurrently. There are 67 million people who speak languages other than English in the United States alone. With voice banking, a variety of financial institutions and fintech businesses can widen their customer bases globally. The old core banking technology, which is unable to support new features, is typically the biggest obstacle to adopting potent new voice features. Smart assistants are becoming into a distinctive feature that helps rivals in taking market share.

The First Bank to Use Voice and Speech Recognition is HSBC: The first bank to integrate speech recognition in services provided to clients was HSBC in February 2019. This signalled a change in the direction of identity verification for the financial services industry. According to the bank, consumers who use mobile banking no longer need to remember their secret passwords or other login information to access their accounts.

International banks are presently investigating the use of voice technologies to increase client security. When customers use banks' financial services, perhaps an Interactive Voice Response (IVR) solution will help banks increase client engagement. Vendors of artificial intelligence (AI) technologies, like Nuance, are assisting banks in setting up voice and speech services.

Voice Banking Market Segment Analysis:

In 2021, Banks Segment Held the Largest Market Share:

The Banks segment dominated the Voice Banking market in 2021, accounting for about a quarter of the global market share. To prevent online fraud, banks must constantly stay abreast of the finest authentication techniques. PINs, passwords, and one-time passwords are examples of the knowledge-based authentication techniques that banks have traditionally utilised. Even financial security has been affected by the demand for contactless and seamless technologies, particularly in light of the COVID-19 pandemic's effects. A promising online banking option that goes beyond retinal and fingerprint scanners, which demand human presence, is voice biometrics in banking. Furthermore, cyberattacks in the financial sector have greatly increased as attackers/hackers have become more skilled and the number of potential targets or entry points has increased. Along with the increasing emergence and development of new banking and financial technology, the overall number of users has also significantly increased.

Natural Language Processing is Expected to Hold Significant Share:

Natural language processing is expected to hold the largest growth rate in the forecast period. Natural Language Processing, also known as Speech-to-Text or NLU, is used by voice interfaces to decipher words (Natural Language Understanding). Similar to Siri or Alexa, this transcription technique teaches the voice bot to recognise the "Intent" of the user, or what the customer's precise question or request is. Smart houses, in-car systems, and automated subtitling all make use of comparable technology. After determining the "Intent," the Voice Bot uses Text-to-Speech (TTS) technology to offer responses by consulting the solution library. TTS is an AI-driven, deep learning-based mimic of human speech. The benefit of TTS, or text-to-speech, is that it creates a human voice ad-hoc from raw text rather than playing pre-recorded files.

Voice Banking Market Regional Analysis:

North America to Account for Largest Market Share in 2021

In 2021, North America commanded the largest share of the Voice Banking market, followed by APAC, Europe, South America, and the Middle East & Africa. This growth is driven by voice-boats are emerging as a game changer in banking service. The regional market is expected to develop as contactless payments gain popularity across North America. According to a survey conducted by MasterCard on contactless payments, 51% of American consumers utilise one or more contactless payment options. These consumers also frequently make cashless transactions, not just after the pandemic's outbreak.

Voice Technology Customer Adoption in the US:

These concerns continue to leave customers underwhelmed, and customer adoption is accelerating, particularly in the US. 72% of customers claim to have used voice search through a personal digital assistant, such as Apple's Siri, Amazon's Alexa, or the Google Assistant, according to study. More than 35% use smart home speakers to do searches, and this number is expected to increase significantly given that 45% of users claim to already have one. A sizable portion of those polled use voice commands to operate TVs (36%), autos (31%), or different house amenities like music or lights (52%), all using smart home speakers.

APAC is Expected to Witness Significant Growth During the Forecast Period.

APAC region is expected to witness significant growth during the forecast period. The increase can be attributed to a rising awareness of the benefits of voice-based payments in countries such as China, India, and Japan. The aggressive campaigns being run by various organisations in the Asia Pacific region to encourage the adoption of voice-based payments are also expected to help in the segment's expansion. For instance, the National Payments Corporation of India (NPCI) declared in July 2021 that voice-based payment systems for feature phones are being tested in India. NPCI has previously created digital payment systems including the Aadhaar Enabled Payment System (AePS) and Unified Payments Interface (UPI).

Indian Banks Offers Voice Banking: One of the biggest private banks in India, ICICI bank, recently made a move into the voice sector. The bank had already concentrated on other technological projects, including creating chatbots for WhatsApp or creating APIs for digital banking that could be utilised with other platforms. By combining its multi-channel AI-based chatbot with speech technology, it has now advanced much farther. He has released voice applications for the two most popular platforms at the moment, Google Assistant and Amazon Alexa.

The research report covers Voice Banking industry statistics including current Voice Banking Market size, Voice Banking Market Share, and Growth Rates (CAGR) by segments and sub-segments at global, regional, and country levels, with an annual forecast till 2029. The study provides a clear insight into market penetration by different types, applications, and sales channels of Voice Banking with corresponding future potential, validated by real-time industry experts. Further, Voice Banking market share by key metrics such as manufacturing methods/technology and raw material can be included as part of customization. This enables the client to identify the most potential segment from their growth rates along with corresponding drivers and restraints. The research considered 2017, 2018, 2019, and 2020 as historical years, 2021 as the base year, and 2022 as the estimated year, with an outlook period from 2023 to 2029. The report identifies the most profitable products of Voice Banking market, dominant end uses and evolving distribution channel of the Voice Banking

Frequently Asked Questions:

1] What is the growth rate of the Global Voice Banking Market?

Ans. The Global Voice Banking Market is growing at a significant rate of 10.81 %. during the forecast period.

2] Which region is expected to dominate the Global Voice Banking Market?

Ans. APAC region is expected to dominate the Voice Banking Market during the forecast period.

3] What is the market size of the Global Voice Banking Market by 2029?

Ans. The market size of the Voice Banking Market by 2029 is expected to reach USD 2.75 Bn.

4] Which are the top key players of the Global Voice Banking Market?

Ans. The major key players of the Global Voice Banking Market are U.S. Bank (US), Citigroup (US), Axis Bank (India), HSBC (UK)

5] What factors are driving the growth of the Global Voice Banking Market in 2023?

Ans. Rise in incorporation of innovative technologies in voice banking service.

by Maximize Market Research

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