Using Robotics for Customer Experience - IT/Computer Science Assignment Help

Assignment Task:

There is a lot of change occurring in the banking industry with increasing consumer demands and expectations around servicing (24 x 7) and approval of applications. Research suggests providing great customer experiences online will be a key differentiator in the battle for customers….
It would appear that there could be numerous use cases for the application of robotics, AI and Machine learning to help banks enhance the online experiences of customers whilst being able to overcome challenges associated with large legacy platforms deficiencies and challenges. This needs to be better understood in terms of how robotics could assist banks in providing great customer service.
There are associated with ethical and moral issues with the use of robotics that needs to be explored, particularly the impact on workforces. On the surface, it would appear that robotics can perform manually repetitive tasks very well and at a high level of quality. But what happens to the people doing those roles now and what future roles will exist?
I have chosen this topic as a work for Bank and increasly seeing new Fintechs challenging the status quo by building Banks from the ground up that are focussing on meeting and exceeding customer expectations. Most fintechs are designing experiences for mobile devices only to capitalise on the way smartphones have embedded themselves as part of our daily lives and to ensure the experiences utilise the unquie features of the smartphone and mobile app.
Scope
The scope of the project is to research the use cases and application of Robotics in established Banks as a means to provide customers better, faster and more efficient online experiences. 
The project will aim to understand the impact to the workforce as a result of the introduction of robotics.
The use of robotics in Fintech Banks is excluded.
Project Objectives

• Identify use cases to apply robotics in Banking
• Analyze the impact on the workforce
• Identify ways to lead organization change

Research Questions

1. Why is customer experience important online?
2. How can robotics be applied to improve the online experience?
3. What can be done to prepare staff for a future working with robotics?

Conceptual or Theoretical Framework

• Methodology
• Analysis of sources of information (EndNote, APA Referencing Style)
• Research method(s)
• Ethical Issues
• Compliance Requirements (Workplace, Industry or Government regulations)

Project Plan

• Deliverables/Outcomes:
• Weekly Status reports
• Weekly blog posts
• Project Schedule
• Project proposal and project plan
• Annotated Bibliography and Journal Synopsis
• Final Report and Presentation

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