金融サービスにおけるボットの重要性：2018年

ボットは金融サービス業に劇的な変化をもたらす可能性があります。しかし実装済みのボットの多くはベーシックなもので、高度なボットの普及にはまだ数年を要するでしょう。

当レポートでは、金融サービスにおけるボットの重要性を調査し、市場背景、ボットの概要、ボットの重要技術、金融サービスにおけるボットの各種用途、地域別の動向、導入推進因子と障壁、主要企業のプロファイル、成長機会の分析などをまとめています。

第1章 エグゼクティブサマリー

• 主要調査結果

第2章 ボットについて

• 定義・用途
• 調査の焦点
• 実装と影響
• さまざまな結果
• エコシステム

第3章 ボットに力を与える技術

• 概要
• マシンラーニング
• AI
• ブロックチェーン

第4章 金融サービスにおけるボット

• 各種機能の幅広い用途
• 金融犯罪への取り組み
• カスタマーエクスペリエンスの強化
• プロセス効率の改善
• 運用効率の改善
• サービス機能の強化

第5章 市場動向

• アジア太平洋
• 北米
• 欧州
• その他の地域
• 投資
• 協力・提携
• 複数のリスク

第6章 推進因子と障壁

第7章 企業プロファイル

• Avaamo
• Kore.ai
• LivePerson
• Nuance
• Senseforth

第8章 成長機会・推奨行動

• 成長機会：産業専用ボット
• 成長機会：力強いエコシステム
• 成長機会：会話型AI
• ボットプロバイダーにとっての戦略的必須要件

第9章 総論

• 三大予測

第10章 付録

第11章 FROST & SULLIVANについて

Fundamental Shift Evident in the Transition from Transactional to Conversational Customer Interaction

One of the most critical challenges that the financial services industry continues to struggle with is the introduction of technology-enabled solutions into their businesses. Evolving customer demands and technologies require companies to adapt rapidly and offer customers what they want, when they want, and where they want. This mean that customers be provided access to financial services 24X7, irrespective of channels. To create a seamless experience, bots capable of processing real-time interaction and natural language usage are being initiated.

Bots can bring about a phenomenal change in the financial services industry. However, most bot implementations are fairly basic, and it will be a couple of years before sophisticated bots become popular. Companies are experimenting with advanced robot-advisory services but on a much smaller scale. Ambiguity about bot capabilities is restricting growth for now, as companies need to be aware of the impact on customer engagement. Bots bring speed, accuracy and proactive dialogue to the table, and companies are definitely looking to experiment. Reliance on other companies to use their messengers or AI capabilities can be challenging, in the light of growing hacks/cyber attacks.

Bots are being deployed by financial institutions globally, though the maturity of the solutions varies, and local market conditions play a significant role. As both large and small companies invest in bots, the pace of innovation is high, and even financial institutions are actively involved with accelerators and sandboxes to help startups. The fragmented state of the industry creates challenges for users, and solution providers are increasingly trying to work with each other to offer a consolidated solution to users.

Key Features:

The objective of this study is to understand the scope of applications of bots in the financial services industry globally, the various outcomes, and their impact on the industry. Bots have revolutionized the way companies can engage with their customers. The range of functions where bots can be deployed is encouraging many companies to experiment and explore the various options. This study delves deeper into the ecosystem, and discusses technologies that empower bots, global market trends and growth opportunities.

This report will provide:

• An introduction to Bots

• Technology trends, and their impact on the industry

• Role of bots in the financial services industry

• Drivers and restraints

• Growth opportunities

The report also includes company profiles of some market participants, examples of bots, and recent development, such as investments and collaborations in the industry.

Key Issues Addressed:

• What are the challenges to traditional banking system that are met by bots?

• What technologies are impacting the bot industry?

• What are the different areas where bots can impact the financial services industry?

• What are the drivers and restraints?

• What are the key growth opportunities?

Table of Contents

1. EXECUTIVE SUMMARY

• Key Findings

2. UNDERSTANDING BOTS

• Definition and Applications
• Research Focus
• Implementation and Impact
• Different Outcomes
• Ecosystem
• Ecosystem (Continued)
• Ecosystem (Continued)

3. TECHNOLOGIES POWERING BOTS

• Overview
• Machine Learning
• Artificial Intelligence
• Blockchain

4. BOTS IN FINANCIAL SERVICES

• Wide Range of Applications Across Functions
• Tackling Financial Crimes
• Tackling Financial Crimes (Continued)
• Enhancing Customer Experience
• Enhancing Customer Experience (Continued)
• Improving Process Efficiency
• Improving Process Efficiency (Continued)
• Improving Operational Efficiency
• Enhancing Operational Efficiency (Continued)
• Enhancing Service Capabilities
• Enhancing Service Capabilities (Continued)

5. MARKET TRENDS

• Regional Overview
• Asia-Pacific
• Asia-Pacific (Continued)
• North America
• North America (Continued)
• Europe
• Europe (Continued)
• Rest of the World (RoW)
• Rest of the World (Continued)
• Investments Indicate Global Interest and Rapid Growth
• Investments Indicate Global Interest and Rapid Growth (Continued)
• Investments Indicate Global Interest and Rapid Growth (Continued)
• Collaborations and Partnerships
• Collaborations and Partnerships (Continued)
• Collaborations and Partnerships (Continued)
• Multiple Risks Impact Pace of Growth

6. DRIVERS AND RESTRAINTS

• Market Drivers
• Drivers Explained
• Market Restraints
• Restraints Explained

7. COMPANY PROFILES

• Avaamo
• Kore.ai
• LivePerson
• Nuance
• Senseforth

8. GROWTH OPPORTUNITIES AND COMPANIES TO ACTION

• Growth Opportunity 1-Predesigned Vertical-Specific Bots
• Growth Opportunity 2-Strong Ecosystem
• Growth Opportunity 3-Conversational AI
• Strategic Imperatives for Bot Providers

9. THE LAST WORD

• 3 Big Predictions
• Legal Disclaimer

10. APPENDIX

• List of Exhibits
• List of Exhibits (continued)
• List of Exhibits (continued)

11. THE FROST & SULLIVAN STORY

• The Frost & Sullivan Story
• Value Proposition-Future of Your Company & Career
• Global Perspective
• Industry Convergence
• 360° Research Perspective
• Implementation Excellence
• Our Blue Ocean Strategy