Virtual Customer Assistants (VCAs) are revolutionizing the way users interact with machines. VCAs allow a far more natural interaction, and are gaining an increasingly large role in customer service. The financial domain is especially susceptible of this change, because customer care is of paramount importance. Furthermore, VCAs have the potential of supporting customers in performing routine operations such as money transfers, or in more complex decision-making operations such as trading stocks, both of which require that VCAs display strong reliability. This survey has a two-fold goal. First, we perform an analysis of the state of the art and practices of VCAs in the financial domain. Second, we provide a sort of toolbox that collects the best practices for designing and developing a VCA in the financial domain, guaranteeing a high-quality user experience.

虚拟客户助理 (VCA) 正在彻底改变用户与机器交互的方式。VCA 允许更自然的交互，并在客户服务中发挥越来越大的作用。金融领域尤其容易受到这种变化的影响，因为客户关怀至关重要。此外，VCA 有可能支持客户执行汇款等日常操作，或更复杂的决策操作（例如股票交易），这两者都要求 VCA 具有很强的可靠性。这项调查有两个目标。首先，我们对金融领域 VCA 的最新技术和实践进行了分析。其次，我们提供了一种工具箱收集了金融领域设计和开发 VCA 的最佳实践，保证了高质量的用户体验。