Chatbots drive insights for Finastra's retail banking

AI-driven personalisation and security is Finastra’s focus in APAC.

Finastra is leveraging AI and data analytics to enhance retail banking services across the Asia-Pacific region, with a focus on personalisation and security, said Siobhan Byron, Executive Vice President of Universal Banking at Finastra.  

“When we look at the power of data and the insights that generative AI can use, it can really be used to ensure that the services or the offerings that we bring to our customers are a lot more personalised,” she explained.

In addition to personalization, Byron highlighted AI’s role in strengthening security, particularly in combating fraud. “The other thing that we really need to look at from an AI perspective is…the aspect of generative AI from a fraud perspective,” she said, emphasising the importance of AI-driven measures in data protection and fraud prevention.

Finastra has also introduced chatbots as part of its AI initiatives, using them to drive insights and support multilingual capabilities. “We’ve leveraged some of the chatbot capabilities to assist in driving some additional insights,” Byron noted, with these insights enabling targeted campaigns for customers.