IPsoft, the largest independent leader in enterprise artificial intelligence (AI), today announced that Bankia has launched its industry-leading conversational agent, Amelia® (known as Bianka), to serve customers in call centers and in the Bankia mobile app. Bianka will also help employees resolve their customers’ day-to-day requests.
Bankia, the fourth largest bank in Spain, continues to make progress in its digital transformation process using the most advanced technology in the market. Recognizing the potential of AI and cognitive agents to improve customer relationships – both digitally and in bank branches – Bankia has chosen Amelia by IPsoft as the backbone of Bianka. Amelia is the result of more than 20 years of research and development and has been repeatedly recognized as the industry leader by independent analyst firms, including Everest Group, Forrester and Ovum.
Her cutting-edge AI and Natural Language Understanding are capable of recognizing context switching, intent and customers’ emotional state. This enables Bianka to hold human-like conversations and execute tasks independently. Additionally, her advanced Machine Learning capabilities also mean that she constantly evolves over time to accumulate knowledge and improve the user experience.
Bankia customers will be served by Bianka in three areas:
Customer Service Center — Bianka will serve clients through the customer service center, where they can now respond with open-ended questions when she asks “How can I help you?” When interacting with Bianka, customers will always arrive at a resolution: from user identification to
Elena Sanz, Director of Bankia Channel Architecture; Gema González, Director of Conversational Agents; and Eva Valle, Director of Control of Operations, said: “We are very satisfied with IPsoft’s support in Bianka’s launch, which is the bank’s response to the needs of our digital customers. At Bankia, we have been integrating artificial intelligence into many of our processes for several years with the goal of improving our clients’ experience and making their lives easier. Technology offers us the opportunity to create great products and services and additionally allows our human employees to get personalized advice for their clients in our branches or through remote channels. All of this makes our banking proposal unbeatable.”
Chetan Dube, IPsoft CEO, said: “Bankia has shown that it is truly at the forefront of the banking digital revolution and that it is committed to improving the experience of both customers and employees by using cutting-edge technology. To date, as users, we’ve been continuously let down by so-called digital service improvements that are underpinned by frustrating and highly limited chat functions. However, by integrating true cognitive intelligence with the bank’s backend services, Bankia has been able to offer a service that infinitely improves the experience of its customers and employees.”