PolandFinance and insurance2026 – ongoingPKO Bank Polski
AI agent for incoming customer-email classification
PKO Bank Polski deployed an email-classification agent and claimed up to 70% faster customer handling
Problem
Bank employees manually read incoming customer emails and assigned them to the relevant teams. Tens of thousands arrived each month.
Approach
The bank's hyperautomation team built an AI agent with support from its AI Competence Center. The deployed agent read emails, classified their topics and proposed further handling. Employees retained key decisions under human oversight.
Results
Takeaway
The agent automated correspondence triage. The bank did not disclose the measurement method behind its up-to-70% speed claim.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agents
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
PKO Bank Polski reported deployment of an internally built agent for customer-email analysis and classification. It claimed up to 70% faster handling and said employees retained responsibility for key decisions.
Full details are in the original sources.
