Banks are starting to experiment with different customer service chatbots like Facebook Messenger and Twitter; with this move comes potential security risks and the question of risks for the customer; The Conversation points out that a research report by The Centre for Communications Interface Research (CCIR) shows that customers are willing to give up some security for convenience; chatbots will need to provide a sense of convenience and a sense of trust to ultimately be widely accepted by the broad consumer; additional research by the World Retail Banking Report shows that while consumers are accepting their banking life being digital they are still looking for face to face interaction with more complex problems; finding the right balance is the key as more banks move into fuller digital offerings. Source
