Multi-product queries define service maturity in banking

Bradesco resolves 83 per cent of digital queries without human intervention, and Capital One's Chat Concierge handles multi-product queries in a single session. Yet 62 per cent of European banks still transfer the client when the query crosses two products, reducing satisfaction by 22 per cent per transfer. A client who calls with three simultaneous queries (unrecognised charge, mortgage review, and pension transfer) separates banks ready for AI agents from those that are not. If the system must transfer on the second question, the agent has nothing to automate.

Forrester CX Banking Index Europe, 2024; Bradesco annual report 2023