PolandFinance and insurance2025 – ongoingmBank
Generative AI assistant for complaint-handling teams
mBank reported a 15% reduction in average complaint-handling time with a generative AI assistant
Problem
Complaint handlers needed to find relevant precedents and understand customers' earlier complaints. They also had to prepare clear responses.
Approach
mBank's complaint teams used a generative AI assistant developed through its internal AI program. It retrieved similar complaints and suggested resolutions from historical cases. Employees could check response clarity and give feedback on the assistance while remaining responsible for preparing answers.
Results
Takeaway
mBank reported faster complaint handling while employees continued to prepare the responses.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
mBank described a complaint assistant already used by its teams for several months. It reported a 15% reduction in average handling time and said employees remained involved in preparing responses.
Full details are in the original sources.
