A global bank turned to Borderless Access to gauge consumer acceptance of its new AI-based banking chatbot. As the excitement around AI applications in financial services is growing with each passing moment, the bank was looking to evaluate the effectiveness of its chatbot, designed to offer immediate, real-time assistance without any wait time.
We leveraged our futuriZm capabilities to identify the ongoing and upcoming challenges in the category and what customers were seeking. Based on attitudinal profiling, we zeroed in on a specific set of consumers who indicated the possibilities of adoption and use of the product, giving direction to the innovation roadmap.
By identifying the right consumer segments, the client was able to see the customer experience the product led to and make customer-oriented decisions.
The client was able to tailor the product according to the consumer attitude of the key personas and launch a superior-quality customer support tool that offers the best customer experience.
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