Isbank’s “Maxi”- Personal Asistant Qorus Banking Innovation Awards 2019 - Winner

One of the most important areas where physical branches had an advantage over digital channels was personal touch during a conversation. With the advent of AI and natural language processing technologies, it has become possible to provide human-like conversation experience at digital channels through personal assistants. As being a pioneer in Turkish digital banking, Isbank has built its own AI-based personal assistant “Maxi” in 2018. Isbank has partnered with Clinc, one of the leading firms in Conversational AI with a dedicated in house Product Team, worked on developing Maxi’s unique capabilities throughout the year. Using the most advanced AI technologies, deep learning and NLP, Maxi has learned Turkish language from scratch. It was trained with more than 10 thousand Turkish sentences. All of those questions were gathered from real users via crowdsourcing platforms. Therefore Maxi is a one of unique example of collaboration. Maxi lets customers communicate in their daily language and perform advanced PFM queries with enriched graphs and money transfer in one step. Users can ask questions related with their spending history with various details including date, merchant, amount and ask for spending advice. Advanced PFM features and having both text-and-voice enabled conversational interface differentiate Maxi from its competitors. Maxi was launched in Isbank’s mobile banking app “İşCep” in November. 1.3 million users interacted with Maxi and over 10 million TL was transferred within a month. Isbank will continuously improve Maxi’s personal assistant capabilities with new features and integrate Maxi with its other channels and smart home devices.