Time to Get Conversational: Assessment of the Potential of Conversational User Interfaces for Mobile Banking

Abstract

Conversational user interfaces have recently gained in popularity, for example in chatbot systems for customer service or as intelligent assistants on Smartphones or other IoT devices. However, conversational banking interfaces have also found their way into the mobile banking sector and allow banks to offer their customers a cost-effective and personalized solution to perform financial services via natural language. Conversational interfaces, in particular for mobile banking applications, are very sensitive to user acceptance and trust. Also, user experience and the perceived security influence their adoption significantly. To explore the influence of these dimensions we have implemented three prototypes for conversational banking and evaluated them in a user study with n=18 subjects concerning the factors mentioned above. Although the results suggest no significant differences between the prototypes, we can draw design implications for conversational interfaces for mobile banking from the collected quantitative and qualitative data.