3 AI Features That Simplify Customer Communications in Banking

All banks want to keep customers informed: clearly, quickly and through the right channels. But this can be difficult to achieve in practice. For very good regulatory reasons, communications need input from legal, compliance, marketing and IT. However, when these checks and approvals are managed through manual processes and outdated systems, delays are almost unavoidable.

Legacy communication management platforms tend to make things even more complex. Templates can be very rigid, content changes depend on IT, and every revision adds time and delay. As a result, banks struggle to respond quickly to regulatory changes or customer needs.

This article looks at how EDC's Customer Communication Management solution (CCM), helps banks overcome these challenges. It explores three AI tools that help speed up the communication process. They make it easier for teams to write, review, and approve content without relying on outdated systems or complex workflows.

1. Prompt-Driven Authoring

   Drafting and reviewing customer messages is often time-consuming. Prompt-based authoring allows users to write prompts in plain language to generate, expand or refine communication blocks. It can also be used to simplify existing content into more reader-friendly language.

2. Sentiment and Tone Analysis

   When different teams contribute to a communication, it is easy for the tone to become inconsistent. EDC’s AI includes sentiment and tone analysis to support clarity and brand alignment.

   The tool reviews language and flags areas that are too formal, too casual, too negative, or too neutral. Users can adjust the tone of specific blocks and view suggested changes. This helps ensure that the full message remains appropriate for the context and the channel.

3. Template-Level Translation

   Banks that operate in more than one language need tools that support fast, accurate translation. Our AI tools include a translation feature that works at the template level. Users can translate and review individual text blocks without switching tools.

   This feature supports placeholders and variables, which means messages remain dynamic even when delivered in multiple languages. Translations are reviewed within the same environment used for drafting and approvals, reducing delays.

A More Connected Approach

Used in combination, these AI tools help reduce common delays in communication creation and revision. Organization’s users can draft, summarize, translate and refine tone from one place. Content moves forward more quickly without compromising on compliance or brand requirements. Legal and compliance teams can access previews, track changes and sign off from within the same workflow.

EDC’s CCM gives banks the ability to reduce friction in their internal communication processes. The result is content that is ready for delivery across channels, on time and on message.