Most industries have evolved heavily due to changing technologies, few have changed as much as the finance/banking industry.
Your bank likely houses all of your money and your experience with your bank is mostly with a mobile app.
In most cases their customer support groups can’t process all the requests.
Things like chat bots and other programs help to answer some common asked questions like inquiries about interest rates, banking services, terms and conditions and others.
There are many questions that people get asked often enough.
These custom software solutions can easily monitor hundreds of thousands of transactions to identify suspicions entries for fraud and raise alarms.