LatviaFinance and insurance2024 – ongoingCitadele Banka
Adele customer-service assistant
Citadele's Adele handled around 40% of daily customer conversations, Microsoft reported
Problem
Customers waited for call-center responses to product questions.
Approach
Citadele built Adele on Azure. The customer-facing assistant retrieved information to answer product and service questions.
Results
around 40%daily customer conversations handled, per Microsoft
Takeaway
The bank maintained a regular answer-quality improvement process.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIAI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
[1]Microsoft20 Aug 2026
Microsoft described Adele's operation. It reported its conversation share and answer quality.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
