Financial service providers have an enormous opportunity to harness new technology, especially AI and chatbots, to better serve people earning LMI. Our new report—drawn from a large national survey—surfaces data about critical gaps in usage and shines a light on the actionable opportunities for service providers to center the needs of this population.
In our new research report, published with support from JPMorgan Chase & Co., we uplift the underserved voices to learn how we can build awareness and design with an understanding of what LMI users want and need to increase uptake.
For example, 63% of non-native English-speaking survey respondents expressed interest in the ability to bank in their native language. Advances in AI have made real-time translation much more accessible, but the availability of multilingual support in financial services is still limited.