According to K&H, digital assistants are taking the customer experience to a new level

Customers expect easy, fast and personalized processes

Artificial intelligence has now become a natural part of everyday finances: customers expect the same fast, simple and personalized experience that they are used to when using modern AI platforms, especially ChatGPT. This demand is also reflected in the growing popularity of K&H’s digital financial assistant: Kate already regularly supports the banking affairs of 150,000 active users, and in 2025, 1.7 million conversations took place with her.

Kate offers more than 300 functions and executes an increasing number of understood requests as a complete process, thus significantly speeding up and simplifying administration.

“Kate – from bank clerk to personal financial assistant” – the future belongs to personalized financial assistants

According to Gergely Lóska, K&H’s innovation manager, the development of digital assistants will completely transform banking in the coming years: “Today, Kate is still the bank’s clerk, but in the future she will increasingly adapt to the customer: to their habits, needs, and life situations. Step by step, everyone will get their own financial assistant – and it’s not the customer who has to adapt to the bank, but the other way around. The goal is to achieve a better customer experience: faster, simpler, more natural banking. The digital financial assistant of the future is hyper-personalized, reliable, and context-sensitive, so Kate will no longer be the bank’s second self, but the customer’s.”

High performance, significant development potential

According to a survey by K&H Bank, Kate understands 90 percent of the questions she receives and finds solutions to 80 percent of them, which corresponds to an efficiency of 72 percent. This shows that the digital assistant already operates at a high level, but at the same time there is still significant further development potential.

The bank aims to consistently drive developments towards a better customer experience: by offering even faster, simpler, easier and more personal digital banking. To this end, some of the services already go beyond traditional banking – such as parking, purchasing motorway vignettes or purchasing public transport tickets, which Kate can now handle. Customers increasingly expect to receive a complete, definitive solution from the digital assistant in as many situations as possible.

AI developments at K&H: towards unobtrusive artificial intelligence

The global rise of artificial intelligence has created a new situation: today, one billion people worldwide use large language models, of which around 800 million use ChatGPT. These platforms are used by both children and adults, and this shapes the expectations that bank customers bring. Fast, natural, personalized digital communication is no longer an additional service, but a basic expectation.
At K&H, AI developments are based on two main directions. On the one hand, on process optimization: the bank continuously analyzes conversations with Kate to see which functions are needed and which processes are worth digitizing or automating, entrusting to Kate. The goal is for AI to work unobtrusively, and for the customer to perceive an easy, fast banking experience instead of technology.

On the other hand, for internal use: Copilot is available to all employees, who can learn to use it safely and responsibly through the bank’s own “AI License” training system. In this way, AI simultaneously supports colleagues and speeds up processes, while remaining in the background and enabling an even higher level of customer service.