The banking sector has become a trendsetter in digitalization

By: Trademagazin Date: 2025. 03. 28. 10:22

For centuries, the banking sector has been a place of stability, tradition and formal administration: information shrouded in jargon and financial solutions unknown to most customers. Today, however, we live in a completely different world. Customers no longer want a service, but increasingly an experience. They don’t want to spend time on their finances, they want the bank to solve them for them – quickly, simply, securely and, if possible, with forward thinking.

“K&H’s innovation strategy focuses on precisely this expectation. The goal is nothing other than to provide the highest possible level of service – with as little customer time as possible, but with greater experience and efficiency for the largest possible customer base. Digitalization and innovation are not goals in this, but tools. A tool with the help of which the bank is able to provide hyper-personalized, customer-tailored services – at any time of the day, whether in a mobile application or through voice-based interaction, to as many customers as possible”

– Balázs Németh, the bank’s innovation manager, spoke about this during a conversation with invited financial influencers at the K&H Group’s 2nd Finfluenszer Klub event.

Kate, the digital financial assistant: the awakening of an ecosystem

K&H’s digital financial assistant, Kate, was launched in 2022, and has now become known as Hungary’s first voice-based financial administrator. Customer feedback is clear: whether we look at mobile bank reviews or the UX and digital banking awards it has won.

Kate is not a humanoid robot, and she doesn’t want to be one. The goal is not to build an artificial personality – the goal is for technology to actually help the customer. That’s why Kate not only provides information, but can also solve specific issues – for example, she can make transfers, exchange currencies, or offer investment options in the event of a larger incoming amount.

In order for Kate to give the right answers and understand customers, she needs a lot of data: questions, information testing, and analysis, in which the use of artificial intelligence is essential.