Abstract
The integration of Embodied Conversational Agents (ECAs) into bank sales processes has the potential to revolutionize customer engagement in regional banks. This research-in-progress paper investigates the deployment of ECAs within Germany's Savings Banks Finance Group and Cooperative Financial Group, two of the country's largest banking networks. By conducting semi-structured interviews and analyzing strategic documents, the study explores how ECAs can enhance sales efficiency, particularly in the less profitable low-value customers segment (C-segment) where personalized services have declined. Preliminary findings indicate that ECAs can bridge the gap between digital convenience and the human touch, offering real-time support, product recommendations, and facilitating customer transactions. However, challenges such as trust, privacy concerns, and the uncanny valley effect remain barriers to widespread adoption. A future case study of service provider within the savings bank network, which plans to introduce an ECA for customer services, will provide deeper insights into the application of ECAs for complex financial tasks. As the study progresses, further interviews and document analyses will inform a comprehensive understanding of ECA integration in the banking sector, offering a pathway for banks to maintain personalized services while embracing digital transformation.
Recommended Citation
Wendt, Maurice; Schaefer, Sebastian; and Schaarschmidt, Mario, "Empowering Regional Bank Sales Through Embodied Conversational Agents: A Multiple Case Study" (2025). SIG SVC Pre-ICIS Workshop 2024. 9.
https://aisel.aisnet.org/sprouts_proceedings_sigsvc_2024/9