A reactive chatbot waits for a question, while proactive support starts from a likely need. It can warn users about emerging problems before they become urgent, making assistance more timely and reassuring. section 9.1.1
The assistant becomes proactive by combining current session context, persistent user history, behavioral patterns, and previous interactions. These signals help it decide what to surface, when to surface it, and how to personalize the response. section 9.1.1 section 9.1.2
Useful proactive support can take several forms:
- Send just-in-time reminders about upcoming bills, low balances, or unusual account activity. section 9.1.1
- Provide balance updates each morning or bill reminders as a user’s regular payment date approaches. section 9.1.2
- Suggest a savings plan when spending and transaction patterns indicate a large monthly surplus. section 9.1.1
Emma’s banking assistant
Emma checks her balance every morning and pays bills on the first of each month. Max can provide a morning balance update and remind her about bills as the date approaches. Because she has previously asked about budgeting and loan repayment, Max can also tailor a savings-plan suggestion to her financial concerns. section 9.1.2
Table 9.2 Example interactions with non-contextual, contextual, and personalized responses
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User query: How should I manage my expenses this month?
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Non-contextualized response
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Ensure you track your expenses and stay within a budget. Consider using financial tracking tools to help manage your spending.
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Contextualized response for a frequent traveler
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Since you travel frequently, consider investing in a credit card that offers travel rewards. You should also look into travel budgets for each trip and explore saving options on frequent flyer programs to optimize your travel-related expenses this month.
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Contextualized response for a recent graduate starting a new job
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Congratulations on your new job! As you transition into financial independence, it’s important to set up a budget, considering your new income. You might want to allocate funds for upcoming one-time expenses, such as professional attire or a commuting pass, while also starting an emergency fund.
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Compare generic, context-aware, and personalized responses to see how user circumstances change the usefulness of assistance. section 9.1.1
