Answering customers’ questions, and helping them resolve problems, is the bedrock of relationship banking. Many financial institutions are automating these interactions through chatbots.

The role of customer service chatbots has grown as financial institutions are moving from simple, rule-based chatbots toward more sophisticated technologies, including those supported by large language models and those marketed as “artificial intelligence.”

Automated systems can fail to help customers

Through consumer complaints, we’ve heard that automated systems can fail to live up to the hype. We've also heard from consumers that when chatbots are poorly deployed, they frequently receive rudimentary, circular answers pointing them towards FAQs, or that their questions are met with inaccurate and unreliable information. When we see financial institutions fail to provide people with vital and accurate information, it gets our attention.

Financial services companies have obligations about customer service

Financial institutions offering or providing consumer financial products or services have legal obligations, including obligations regarding responding to disputes or questions from customers. To comply, financial institutions need to be able to competently interact with customers about the products or services they provide. Financial institutions may not live up to these obligations if, for example, they fail to:

• Provide accurate information. The CFPB has repeatedly found that it can be...

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