The customer decision path: banking

Consumers may be able to evaluate the service they recieve in banks, so banks can modify it according to consumers' expectations without having to pay for a market research.
Also, it can make some transactions easier for users, which can lead to fidelity from already existent consumers and make the bank more appealing for potential ones.
By seeing a bank that is so effective and innovative, the decision of consumers to make a purchase or stay loyal to this institution could be easier. 

The problem is that not all consumers are familiar with technological tools, which would require some kind of free training or a video of a clear and short explanation on how to use it.
It is necessary to avoid making mistakes in the creation of this tool, otherwise, it could make users stop using them.

Something negative is that these kind of software are replacing human work in companies, with is translated as fewer jobs.