Available within Mobile and Online Banking, the Insight 360 dashboard will enable personal and business banking users to see data for both their FNB accounts and accounts with other financial institutions, along with personalized observations, budgeting resources, cash-flow forecasting and targeted recommendations for FNB products and services.
The following Q&A from FNB shares more about Insight 360, how it empowers customers and employees, and AI’s role in the Company.
How does Insight 360 fit within FNB’s overall digital strategy?
A comprehensive platform like Insight 360 — one that brings to life the long-term vision of our CEO Vincent Delie, who has been personally engaged in the development of our digital strategy and platforms — has always been a goal of Clicks-to-Bricks. Historically, online and mobile banking apps have not been advisory platforms, but AI better enables us to provide users with strategic, actionable information about account activity, risk factors, ways to improve financial health and more.
The potential is powerful. For example, as the platform grows, we expect to be able to tell when a small business client is having cash-flow problems, then offer and activate a solution like a credit card, all from within the app. Essentially, we will be able to get from “need identification” to “offer fulfillment” to “utilization” in less than three minutes. That is revolutionary.
Insight 360 will be integrated with our existing digital capabilities, which include solutions for customers to shop and apply for products through eStore and the Common app, conveniently merge their financial activities into the FNB ecosystem through payment and direct deposit switching, and bank with confidence through secure fraud prevention tools.
How will the 360-degree view optimize your banking experience?
The massive growth of AI- and data-based technologies has widely expanded the fintech marketplace and the options available for users, but there continue to be significant advantages to doing business with a bank like FNB, a leader in the digital space. Insight 360 enables deeper integration with banking products, services and support than a standalone third-party platform can provide. Unlike fintech applications that sit outside the banking system, we are highly regulated and responsible for safeguarding customer assets, privacy and data. Insight 360 combines trusted financial information, banking services and personalized guidance within a single secure environment.
With the dashboard embedded into FNB’s mobile and web applications, it is designed to connect with our broader digital ecosystem, including eStore, Common app and platforms like Business Online Banking, creating a more seamless customer experience. These applications will work together to present our customers with insights into products to purchase and a streamlined way to purchase those products. It is a big step forward for our objective to make it easy for clients to choose FNB as their primary bank.
How do bankers use Insight 360?
If eStore and Common app were about helping people shop for and buy products at FNB, this next step is largely about using AI to enhance client servicing and engagement. Bankers will have access to the same data that their customers do, including financial opportunities or challenges — so we’re essentially giving our employees a force-multiplier for their ability to connect with their clients. They will see an AI-generated overview of the client relationship with recommendations for future discussions, potential client needs and metrics about financial health. Our teams will be able to curate these profiles through their own nuanced understanding of the relationship — for example, if a certain product was already recommended and declined — thereby improving the model’s projections.
Importantly, we recognize there is no substitute for building strong in-person connections with clients. That will never change at FNB. Instead, AI will be the underpinning for what we deliver to clients, strengthening those relationships. Our people, guided by comprehensive data, will be able to make more informed decisions with greater efficiency while maintaining what matters most: human connection.
Which customers will benefit most from Insight 360?
Every customer will see advantages, but they will be magnified for those who have their primary banking relationship with FNB. The more data we have access to, the better the experience and information we can provide. Further, by linking their external accounts, customers will gain a more complete view of their finances, enabling better planning.
