Ai-Powered Personalized Banking & Customer Experience
Published 2/2026
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz, 2 Ch
Language: English | Duration: 4h 17m | Size: 1.82 GB
What you'll learn
Understand the evolution of personalized banking and why AI-driven customer experience is now a competitive necessity
Design a Customer 360 personalization framework using transactional, behavioral, and demographic data
Apply the Personalization Maturity Model to assess and upgrade a bank's AI capability
Architect AI-powered chatbots and virtual financial advisors integrated with core banking systems
Identify measurable business impact using KPIs such as CSAT, cost-to-serve, resolution time, and conversion uplift
Design and implement AI-based recommendation engines for credit cards, loans, insurance, and investments
Evaluate ethical, regulatory, and fairness considerations in AI-driven banking personalization
Build conceptual frameworks for churn prediction and Customer Lifetime Value (CLV) modeling
Develop actionable, AI-driven retention strategies using predictive analytics
Design omni-channel conversational AI systems with context memory and trust-driven interactions
Create hyper-personalized financial wellness tools using behavioral finance principles
Quantify the business value of AI-driven personalization initiatives
Develop an end-to-end Personalized Banking Ecosystem Blueprint as a capstone project
Requirements
Enthusiasm and determination to make your mark on the world!
Description
A warm welcome to AI-Powered Personalized Banking & Customer Experience course by Uplatz.
AI-Powered Personalized Banking refers to the use of artificial intelligence to deliver tailored financial products, services, communication, and advice to individual customers-based on their behavior, preferences, financial history, and life stage.
Instead of offering the same products to everyone, banks use AI to
• Recommend the right product at the right time
• Predict customer needs before they ask
• Provide real-time financial guidance
• Reduce churn and improve lifetime value
• Deliver seamless, context-aware conversations across channels
It shifts banking from product-centric to customer-centric.
AI-Powered Personalized Banking uses data and machine learning to deliver proactive, tailored financial experiences across every customer touchpoint.
Why It Matters
Traditional banking relied on
• Mass marketing campaigns
• Static segmentation (age, income group)
• Reactive service models
Modern AI-powered banking enables
• Real-time personalization
• Predictive engagement
• Proactive financial guidance
• Hyper-targeted product recommendations
Personalization is now a competitive differentiator, not a luxury.
How AI-Powered Personalized Banking Works
It operates through a layered architecture combining data, AI models, orchestration, and delivery channels.
1. Data Collection (Customer 360 View)
Banks gather structured and unstructured data such as
• Transaction history
• Spending behavior
• Loan repayment patterns
• App usage data
• Demographics
• Customer service interactions
• Credit scores
• Behavioral signals (time of login, product browsing)
This creates a unified customer profile.
2. Data Processing & Feature Engineering
Raw data is transformed into meaningful signals
• Spending categories
• Risk indicators
• Savings patterns
• Financial stress signals
• Digital engagement levels
These become inputs to AI models.
3. AI & Machine Learning Models
Different models power different personalization layers
a) Recommendation Engines
Suggest
• Credit cards
• Loans
• Insurance
• Investment products
Using
• Collaborative filtering
• Content-based filtering
• Hybrid models
b) Predictive Models
Used for
• Churn prediction
• Credit risk scoring
• Customer Lifetime Value (CLV)
• Default probability
c) Conversational AI
AI chatbots and virtual advisors
• Understand intent (NLP/NLU)
• Access customer data securely
• Provide contextual financial advice
• Escalate to human agents when needed
d) Real-Time Decision Engine
An orchestration layer determines
• What offer to show
• What message to send
• Whether to intervene
• Whether to escalate
All based on probability scores and business rules.
e) Omni-Channel Delivery
Personalization is delivered through
• Mobile apps
• Web banking portals
• WhatsApp / messaging platforms
• IVR systems
• Email / push notifications
• Relationship managers
The system maintains context memory across channels.
f) Continuous Learning Loop
AI systems improve over time by
• Tracking customer responses
• Measuring engagement
• Running A/B tests
• Updating models
• Reducing bias and improving fairness
This creates a self-optimizing personalization engine.
Example Flow
A young professional
• Starts browsing home loan options
• The system detects increased savings and salary growth
• AI predicts high probability of mortgage interest
• Virtual advisor initiates conversation
• Recommends suitable loan products
• Simulates EMI scenarios
• Offers pre-approved eligibility
• Tracks engagement to refine future offers
That's AI-powered personalization in action.
Key Components of AI-Powered Banking CX
• Customer 360 Data Platform
• Recommendation Engine
• Churn & CLV Models
• Conversational AI
• Decision Engine
• Security & Compliance Layer
• Feedback & Monitoring System
Business Impact
Banks implementing AI personalization typically see
• Higher digital engagement
• Increased product adoption
• Reduced churn
• Lower cost-to-serve
• Faster resolution times
• Improved customer satisfaction (CSAT)
• Better cross-sell / upsell performance
AI-Powered Personalized Banking & Customer Experience - Course Curriculum
Module 1: Foundations of Personalized Banking
1.1 Evolution of Customer Experience in Banking
• From branch-centric to digital-first banking
• Why personalization is now a competitive necessity
1.2 Data as the Backbone of Personalization
• Customer 360 view
• Transactional data
• Behavioral data
• Demographic & psychographic data
1.3 Personalization Maturity Model
• Level 1: Rule-based segmentation
• Level 2: Behavior-based targeting
• Level 3: Predictive personalization
• Level 4: Autonomous personalization
Module 2: AI-Powered Chatbots and Virtual Financial Advisors
2.1 Architecture of AI Chatbots in Banking
• NLP, NLU, dialogue management, orchestration
• Integration with core banking, CRM, and KYC systems
• Security and compliance layers
2.2 Virtual Financial Advisors
• Budgeting assistance
• Investment guidance
• Credit optimization
• Goal-based financial planning
• Human-in-the-loop vs autonomous advisors
Example Scenario
A young professional planning a home purchase interacts with a virtual advisor.
2.3 Business Impact & Metrics
• Cost-to-serve reduction
• Resolution time
• Customer satisfaction (CSAT)
• Conversion uplift
2.4 Case Study: Bank of America - "Erica"
• Problem: Scaling personalized engagement
• Solution: AI-driven financial assistant
• Outcomes
• Over 1 billion interactions
• Increased digital engagement
• Higher product adoption
Module 3: Personalized Product Recommendations
3.1 Recommendation Engine Fundamentals
• Collaborative filtering
• Content-based filtering
• Hybrid recommendation models
3.2 Banking Use Cases
• Credit cards
• Loans
• Insurance
• Investment products
3.3 Ethical and Regulatory Considerations
• Bias and fairness
• Explainability
• Regulatory compliance (RBI, GDPR, etc.)
Module 4: Predicting Customer Churn and Lifetime Value
4.1 Understanding Churn in Banking
• Voluntary vs involuntary churn
• Behavioral churn signals
• Digital churn vs relationship churn
4.2 Predictive Models in Banking
• Churn prediction models
• Customer Lifetime Value (CLV) modeling
• Feature engineering in financial services
• Risk-adjusted CLV
Example
Detecting early churn risk in a millennial savings account holder.
4.3 Actionable Retention Strategies
• Personalized retention offers
• Proactive outreach campaigns
• Service recovery automation
Module 5: Conversational AI for Customer Service
5.1 Omni-Channel Conversational Banking
• WhatsApp, mobile apps, IVR, web chat
• Unified customer memory
• Context persistence across channels
5.2 Designing High-Trust Conversations
• Tone, empathy, compliance
• Handling financial stress scenarios
• Escalation to human agents
5.3 Operationalizing Conversational AI
• Training data design
• Continuous learning loops
• Quality assurance and monitoring
Module 6: Hyper-Personalized Financial Wellness Tools
6.1 Concept of Financial Wellness
• Beyond products: focusing on life outcomes
• Behavioral finance integration
6.2 AI-Driven Financial Wellness Architecture
• Expense intelligence
• Cash-flow forecasting
• Goal-based nudging
• Behavioral triggers
6.3 Monetization and Business Value
• Increased engagement
• Reduced default risk
• Higher customer lifetime value
Capstone Project: Designing a Personalized Banking Ecosystem
• Develop an end-to-end personalization blueprint
• Define data architecture and AI components
• Design customer journey orchestration
• Build a reference architecture for AI-powered banking
• Present a scalable personalization strategy
Who this course is for
Banking and financial services professionals looking to implement AI-driven personalization strategies
Digital transformation leaders in banks, fintechs, and NBFCs
Beginners & Newbies aspiring for a career in AI-driven Finance & Banking
Product managers building AI-powered financial products
Data scientists and AI engineers working in financial services
Customer experience (CX) professionals seeking AI-based engagement strategies
Fintech founders and startup teams designing next-generation financial platforms
Consultants and strategy professionals advising banks on AI adoption
MB A and finance students interested in the future of AI-driven financial services
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