Artificial intelligence has become a constant companion for bank customers

By: Trademagazin Date: 2024. 11. 04. 10:06

In one year, more than one million conversations and six thousand transfers per month are made with Kate, K&H, the country’s only voice-based digital financial assistant powered by artificial intelligence, which already knows two hundred functions. A tenth of mobile banking customers already use it regularly. Its success is due to its intelligent functions based on speech recognition and natural language processing, which allow customers to communicate with the bank in a comfortable, human way.

More than 90 percent of K&H’s mobile banking customers have already clicked on Kate, and more than half of them have talked to the bank’s AI-based digital financial assistant. Kate shows the forgotten PIN code and the account number, with which the new bank card can be easily activated and digitized, but it is also easy to take out home insurance, as well as compulsory liability insurance or casco. For loans, it can make credit card repayments and show the data of existing loans. Customers can count on Kate to start savings, investments or even pension insurance. The reason for the growing interest is that it is possible to carry out many administration processes, because Kate has 200 functions and is able to automatically generate correct answers to more than 500 banking and financial questions.

Kate’s most popular function is viewing the PIN code, which is requested by our customers 16,000 times per month, the second most popular is showing the account number with 12,000 queries, but 6,000 – even voice-based – transfers are made per month, and purchase limits are set or changed 4,000 times the bankers.

In addition to these, the download of the bank account statement that can be forwarded, the card activation and transaction search (with 5-5 thousand queries per month), the display of the IBAN number, the digitization of the card or the repayment of the credit card are also frequent requests.