Credit card in a minute – AI takes banking to a new level

By: Trademagazin Date: 2025. 06. 12. 11:14

The K&H Bank sees generative artificial intelligence not just as a technological innovation, but as the foundation for more efficient and personalized customer service. Over the past year, the bank has successfully implemented genAI in various areas – from internal operations and lending processes to its digital assistant, Kate – while also learning from less successful attempts. The goal is to create a customer experience that goes beyond banking and offers solutions tailored to specific situations.

When developing its AI-based solution, the bank aimed to create not just a chatbot, but a friendly, trustworthy, and helpful banking partner – a digital financial assistant.

Personal loan, credit card, overdraft – in just one minute

This year’s biggest breakthrough came in the acceleration of lending processes: customers can now apply for and receive not only personal loans but also credit cards and overdrafts in just one minute – fully digitally, with minimal effort. These key unsecured consumer loan products are now available through automated, self-service channels, marking a major step toward paperless, sustainable operations.

Behind the scenes lies a complex system of technological and customer experience development: the friendly “personality” of Kate was crafted with psychological, linguistic, and communication considerations. The system continuously adapts based on user feedback, powered by state-of-the-art language models – including generative AI.

Kate in numbers

Can independently resolve two-thirds of all cases
85,000 active users
Over 2.5 million conversations so far
350 functionalities

Beyond traditional banking: a digital ecosystem for complex life situations

K&H’s digital assistant Kate not only responds but also acts proactively – for instance, reminding users of upcoming credit card payment deadlines or even initiating the payment itself. The aim is to make Kate a natural part of everyday banking and equip her to handle increasingly complex tasks.

“K&H’s vision is a digital ecosystem where the financial assistant doesn’t just manage transactions but provides solutions for complex life scenarios. If someone plans to travel from Győr to Budapest, for example, Kate will not only process the payment but help organize the trip, purchase tickets, and even provide the taxi’s license plate number. This approach connects banking services with solutions from other industries – creating a customer experience that goes beyond traditional banking.”

– explained Balázs Németh, Head of Innovation at K&H Group.

The bank is already using AI in fraud prevention: its AI system detects suspicious activity in transaction patterns within seconds, providing efficient protection for customers.

The rise of autonomous AI agents

The next big step involves autonomous AI agents capable of performing tasks independently. According to the bank, Kate is already moving in this direction: not just a basic chatbot, but a complex system that communicates in Hungarian, navigates banking services, offers relevant suggestions, handles intricate financial processes, supports transactions, provides real-time assistance, and guides customers to the optimal service path.

Kate is designed to integrate all of K&H’s digital services – mobile banking, online platforms, and financial products – into a single system. This allows customers to access an expanding range of services through one central interface.

The K&H Group remains committed to digital transformation, and firmly believes that – unlike previous waves of digitalization – artificial intelligence not only enhances efficiency but also creates an entirely new kind of customer experience.