B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
94%
94% -- customer service ai objective rate for banking and insurance firms (2021)
In 2021, Capgemini recorded that 94% of banking and insurance firms saw improving customer service as a key objective in their AI initiatives.
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Lighthouse Research Team
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Evidence graded
Value
94%
Unit
Percentage
Data Vintage
2021
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Capgemini
Primary
Tier B
https://action.ai/conversational-ai-for-banking-build-or-buy/ ↗
Source Article
Conversational AI for banking: build or buy?
In recent years, there has been a surge of investment in artificial intelligence technology for banks. For instance, in 2020, Cornerstone found that 38% of banks and 51% of credit unions had discussed implementing AI technology at the board or executive level.
The desire to enhance customer service …
Original Research
Capgemini
· Original study ↗
Methodology
Capgemini research, cited by action.ai
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
banking and insurance firms: 94% customer service ai objective rate. Source: Capgemini (2021). Via Lighthouse Intelligence -- https://lighthousedata.io/data/banking-insurance-ai-customer-service-objective-2021
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<blockquote cite="https://lighthousedata.io/data/banking-insurance-ai-customer-service-objective-2021" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>94%</strong> -- customer service ai objective rate for banking and insurance firms<br><small>Source: Capgemini (2021) · <a href="https://lighthousedata.io/data/banking-insurance-ai-customer-service-objective-2021" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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