Commerzbank unleashes AI banking avatar for next-level customer interaction

Digital Reinvention
22/11/2023 News

Commerzbank is at the forefront of banking innovation, pioneering the integration of Generative AI and Avatar technology in a customer-facing application. This strategic move is poised to create a cutting-edge customer experience, becoming an integral part of the bank's digital footprint. Commerzbank envisions that this forward-thinking digital solution will not only elevate customer satisfaction but also streamline banking processes significantly.

The innovative approach aims to simplify customer interactions by requiring only digital credentials, enabling customers to engage with the AI assistant in a natural and intuitive manner. Preliminary customer tests have yielded positive results, underscoring the unique hybrid experience that blends human and digital interactions seamlessly.

Thomas Schaufler, Board Member at Commerzbank, expressed excitement about this "new way of banking," emphasizing the commitment to providing customers with top-tier digital experiences. Dr. Jörg Oliveri del Castillo-Schulz, COO at Commerzbank, sees the Avatar project as a pivotal step in improving the bank's customer interface, experience, and overall banking processes.

The Avatar project marks a significant milestone in Commerzbank's digital strategy, representing a new chapter in its commitment to providing customers with the best digital experience. This venture began with an agile, joint-team approach, ensuring rigorous and continuous customer involvement throughout the development process.

The AI logic behind the Avatar combines conventional AI with Generative AI, placing a high emphasis on building trustworthy and responsible AI, along with stringent attention to data security. As Commerzbank charts this path toward a hybrid future of banking, the focus remains on delivering an unparalleled digital experience that not only meets but exceeds customer expectations.

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