Artificial Intelligence (AI) is entering the field of banking customer service in our country as well.

A typical example is Alpha Bank’s collaboration with the innovative company Moveo.AI, which resulted in the creation of the bank’s digital assistant.

According to data released by Alpha Bank, more than 5,500 digital conversations per week are handled by the new digital assistant since the first months it was implemented, providing the Bank’s customers with information on products and services as well as banking procedures, with the rate of successful resolution of customer requests reaching up to 88%. Alpha Bank’s digital assistant activated on alpha.gr acts as the first point of contact in the digital service of the Bank’s customers. In a simple and understandable way, it guides customers to the respective service channels (Web, telephone service, network of stores) depending on the question they formulate. It meets and covers a wide range of customers’ banking needs, from information about products, such as accounts, cards and loans, to service for access to e-Banking and the management of the Bonus reward program. It also provides detailed instructions and clarifications for procedures and supporting documents, with the aim of offering the most immediate and optimal service solution.

As the Bank reports, by utilizing Natural Language Processing and Generative AI technologies, the digital assistant ensures speed and accuracy in communication with each customer. Through the analysis of the requests it receives, it constantly improves its performance in order to offer more accurate and qualified answers.

The implementation of the digital assistant is the result of Alpha Bank’s collaboration with the innovative company Moveo.AI, which specializes in the field of conversational AI. The Bank’s partnership with Moveo.AI ensures that the digital assistant is constantly evolving to be able to meet the ever-changing needs of customers.

Investments of 100 million euros annually in state-of-the-art infrastructure, digital technologies and innovative applications

Alpha Bank recognizes the importance of innovation in achieving goals such as excellent digital customer service experience and to this end invests over 100 million euros per year in state-of-the-art infrastructure, digital technologies and innovative applications that drastically change the customer experience. With an omni channel strategy and an innovative infrastructure that combines personalized digital service with personal support through digital advisors in the Branches, Alpha Bank has managed to strengthen its operational efficiency and achieve a significant improvement in customer satisfaction indicators. The development and utilization of the digital assistant is just one of many examples of solutions and services that support the Bank’s omni channel strategy, while freeing up resources and allowing personal banking advisors to focus on managing complex banking requests on behalf of customers.

Michalis Tsarbopoulos, Alpha Bank’s Chief Digital Officer, said that the digital assistant is constantly improving its performance and has evolved into an important tool for communicating with customers, contributing decisively to the optimal use of resources and upgrading the new digital service experience

For his part, Panos Karagiannis, CEO of Moveo.AI, stated that the collaboration with Alpha Bank is a milestone in redefining customer service through innovative artificial intelligence solutions. We are particularly happy to have helped the Bank to be the first in the Greek market with a digital assistant that uses Generative AI and to be one of the first and few banks internationally in this field, he added.