TürkiyeFinance and insurance2018 – ongoingTürkiye İş Bankası
Maxi conversational banking assistant
İş Bankası reported more than 55 million dialogues with Maxi
Problem
Mobile banking customers needed access to services through everyday speech and text.
Approach
İş Bankası introduced Maxi in İşCep in November 2018. The AI assistant used natural language processing to support spoken and written interactions. The bank expanded its capabilities during 2020.
Results
55 million+dialogues since November 2018, according to the bank
7.2 million+customers who interacted with Maxi, according to the bank
Takeaway
Dialogue volume measured adoption; it did not establish how many requests Maxi resolved.
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
[1]Türkiye İş Bankası2021
The bank reported more than 55 million dialogues with over 7.2 million customers since launch. It described voice and text access through İşCep.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
