From hype to action: The GenAI incubator story Qorus-Infosys Finacle Banking Innovation Awards 2025 - Winner

At mBank, we launched the GenAI Incubator to move beyond the hype of generative AI and deliver real, measurable value to our employees and customers. Rather than following trends, we built a structured, scalable, and responsible approach to AI innovation.

Concept and Objectives The GenAI Incubator is a cross-functional program designed to: • Rapidly test and validate AI use cases in a controlled environment • Develop reusable, modular GenAI components • Scale successful solutions across departments • Ensure ethical, secure, and compliant AI adoption Our objective is to create a sustainable AI innovation engine that delivers operational efficiency, enhances decision-making, and improves customer experience.

Reasons Behind The pace of GenAI development outstrips traditional planning cycles. We needed a flexible, iterative model that could adapt to emerging technologies and evolving business needs. The incubator model allows us to experiment safely, learn quickly, and scale effectively—without vendor lock-in or fragmented efforts.

State of Competition While many financial institutions are exploring GenAI, few have implemented a structured, in-house incubator model focused on reusability, compliance, and cross-departmental scalability. Our approach positions mBank as a leader in responsible, enterprise-grade GenAI adoption.

Sources of Inspiration We were inspired by R&D best practices and agile product development. Our guiding principle: “Don’t follow the hype—think, structure, then act.” We also drew insights from academic partnerships, particularly with Polish technical universities, to shape our educational and ethical frameworks.

Departments Involved The incubator brings together: • IT and Data Science • Retail and Corporate Banking • Operations and Finance • Legal, Compliance, and Security • HR and Learning & Development This cross-functional collaboration ensures that each solution is technically sound, business-relevant, and regulatory-compliant.

Main Results So Far We’ve successfully deployed four GenAI solutions: 1. mComplAInts – AI-assisted complaint handling (+9% productivity, -15% resolution time) 2. Talk to Your Data – Natural language data access for analysts (+3–5% time saved, +15% efficiency) 3. mListen – AI-powered conversation analysis (100% interaction coverage) 4. mSmart – AI assistant for internal knowledge base (860 active users, 60% top satisfaction rating) Each solution was developed in-house and is designed for reuse across the organization, with a dedicated backlog for future deployments.