PolandFinance and insurance2020 – ongoingPKO Bank Polski
Conversational banking assistant in IKO
PKO Bank Polski said 1 million customers had used its IKO conversational assistant
Problem
Mobile-banking customers needed help accessing transactions and account controls within IKO.
Approach
PKO Bank Polski offered an assistant that accepted natural-language voice or text requests. It could initiate transfers and provide BLIK codes, as well as change card limits or block a card. By March 2023, the bank said it understood more than 320 conversation topics.
Results
Takeaway
The assistant could carry out banking actions within the app; the bank did not report a transaction-completion rate.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The bank described its IKO assistant's conversational interface and banking actions. It reported 1 million customers had used the assistant, which understood more than 320 topics.
Full details are in the original sources.
