Benchmark of Retail Banking Chatbots

Sailpeak unveils its latest benchmark on pre-login chatbots on retail banking websites.

Focused on 14 Western and Northern European countries, we analysed the non-authenticated (public) sections of websites. Banking websites remain, and will continue to be, a crucial channel for customer acquisition. And chatbots are a great tool to enhance customer engagement and satisfaction. 

Sailpeak’s comprehensive study assessed over 25 criteria from 65 banking pre-login chatbots using more than 600 data points to measure aspects like Functionalities, Understanding and Relevance using data retrieval automation algorithms and a framework developed in-house by the Sailpeak Research Centre. 

By leveraging Sailpeak’s benchmark findings and implementing tailored recommendations for their website chatbots, banks can unlock significant potential in terms of customer acquisition, retention, and industry leadership.