Postbank AI Laboratory Qorus-Infosys Finacle Banking Innovation Awards 2024

In the fall of 2023, Postbank directed targeted efforts towards a focused exploration of implementing artificial intelligence technologies in daily processes. To structure these efforts, the first AI banking Lab on the market was created. The Lab aims to explore new technologies, investigate implementation scenarios, test different possibilities, support employee training processes, and facilitate the selection of suitable technologies for business cases across the whole value chain, within a safe environment.

We believe that only by building hands-on experience and internal capacity, we can successfully leverage the right ai technologies to provide competitive advantage.

The laboratory aids in the implementation of processes and solutions that directly reach the bank's end customers (both businesses and individuals), as well as enhances internal efficiency, digitizes processes, and streamlines employee work. Several successful pilots have been executed within this initiative using Generative AI technologies from Discord, Canva, StabilityAI, OpenAI, and others with over 30 identified business cases being prepared for pilot initiatives.

Thus far, two of our pilot initiatives for integration of GenAI into customer communications have reached final implementation stages. Through AI-powered hyper-personalization, we have achieved and an average monthly increase of 23% in open rates for our direct marketing emails and a 31% increase in click rates.

These results mean that in our communication-saturated daily operations, we can reach 23% more customers and generate interest in our messages, whether commercially focused or service-oriented.

We have also noted a real growth of 4% in the new business generated by the modified customer journeys, a significant achievement considering the saturation in sales communications, showcasing substantial potential for further growth.