Banking has changed dramatically over the past decade. Tasks that once meant scheduling appointments and visiting physical branches now happen through apps and websites.Opening an online Swiss bank account, for example, can be done entirely from your phone. Still, one complaint keeps appearing in customer surveys and online forums: it’s getting harder to reach an actual person when you need help.
Digital banking delivered on its promises of convenience, speed, and round-the-clock access. But many banks made fundamental errors along the way. They believed automation could completely replace human interaction, that algorithms would anticipate every need, and that chatbots could handle any problem.
That hasn’t quite worked out.
When Automation Falls Short
Anyone who has been stuck in a chatbot conversation knows the feeling. You’re dealing with a specific issue – maybe an international payment that hasn’t arrived. The bot offers articles about making transfers, verifying your identity, or updating contact information. None of this helps. You search for some way to reach a person, but the system seems designed to keep you talking to the bot indefinitely.
Chatbots aren’t without value. They handle simple questions well. Need your account number? Want to check a balance? Looking for basic fee information? Automated systems work perfectly for these requests. They respond immediately, work around the clock, and manage thousands of queries at once.
But banking isn’t always simple. Real financial situations can be complicated, unclear, and time-sensitive. When a payment goes missing, when documentation requirements seem confusing, when a transaction gets flagged, people need more than pre-written answers. They need someone who can examine their specific case, understand what’s happening, and actually fix it.
The Language Challenge
This difficulty intensifies with international banking. Money moves across borders constantly now. People live in one country, work in another, and maintain accounts in a third. Digital banking enables this, but it also creates situations where clear communication becomes essential.
Think about what happens when a cross-border transaction goes wrong. The person contacting support might be anxious about a delayed payment and struggling to explain a situation involving multiple currencies and countries. Now picture that conversation happening in their second or third language, filtered through a chatbot that can’t understand context or tone.
For international banks, multilingual support isn’t optional – it’s necessary for actually helping customers. When someone can describe their problem in their native language, they communicate details they might otherwise miss. A support agent fluent in that language can ask better questions, understand relevant local practices, and explain solutions clearly.
This becomes particularly important for complicated situations. Tax documentation varies by country. Regulatory questions often involve local laws. Payment systems work differently across regions. A human support agent with language skills and cultural knowledge can work through these complexities. Automated systems can’t.
When Security Systems Raise Questions
Modern banking platforms rely heavily on automated fraud detection systems. These tools monitor transactions in real time, looking for patterns that might indicate unauthorized activity. In many cases, this works exactly as intended. Suspicious payments are flagged quickly, potentially preventing financial loss before it occurs.
However, automated monitoring systems also generate false positives. A legitimate international transfer, an unusual currency exchange, or even logging in from a new country can trigger security protocols. Transactions may be delayed or temporarily blocked while the system requests additional verification.
From the customer’s perspective, this often happens without warning. A payment that should arrive within hours suddenly stops processing. A debit card works in one location but fails in another. Access to an account may be restricted until further checks are completed. These situations are stressful even under normal circumstances.
They become significantly more difficult when explanations are delivered through automated systems in a second language. Security alerts often use standardized terminology that doesn’t translate easily across jurisdictions or financial literacy levels. A multilingual support agent can clarify why a transaction was flagged, what documentation might be required, and what steps will restore normal account access. Without that intervention, automated safeguards intended to protect customers may instead create confusion and frustration.
Finding the Right Balance
The better digital banks have realized it’s not about choosing between automation and people. The real question is how to use both effectively.
A functional support system starts with automation for straightforward requests. Simple questions get answered immediately through knowledge bases and FAQ systems. This works well for banks and customers when someone just needs quick information.
But the system needs a clear path to human support when things get complex. Not after navigating through multiple bot questions. Not buried in settings somewhere. Available from the start, particularly when the initial question suggests urgency or complexity.
Dukascopy Bank demonstrates this approach in practice. Their support chat starts with a bot that answers common questions from the FAQ database. For routine enquiries about account features, basic procedures or general information, the bot provides instant answers. However, when questions become more specific, customers can connect directly with a live support agent.
What sets this apart is the multilingual capability. Dukascopy’s support operates in multiple languages, recognizing that their customers come from different countries. Whether someone is more comfortable communicating in English, Spanish, Chinese, Arabic, or several other languages, they can explain their situation in the language they know best and receive support from someone who truly understands them.
This matters especially when opening an online Swiss bank account, where international customers often have questions about requirements, documentation, or features specific to their situation. While automated guides can walk someone through standard steps, being able to quickly reach someone knowledgeable who speaks your language changes everything.
What Effective Support Requires
Good human support in digital banking isn’t about recreating old branch experiences online. It’s about understanding what people actually need when problems arise in digital environments.
Timing matters. When someone contacts support, they’re already stuck. They don’t want to wait three days for an email response or spend an hour on hold. Live chat that connects to real people within minutes makes problems feel manageable instead of maddening.
Knowledge matters more. Few things frustrate customers like finally reaching a support agent who knows less than they learned from reading the FAQ.