Bankinter launches a pioneering generative AI-powered WhatsApp assistant in the Spanish banking sector
The Bank has taken another step forward in its implementation of services enhanced with artificial intelligence as part of its 'AI First' strategy to accelerate the uses of this technology.
Available to customers and non-customers, the service now offers faster and more accurate answers in any language.
The assistant does not access users' private data and conforms to the highest security and protection standards.
Summary of the AI press release:
Bankinter has launched its new generative AI-powered WhatsApp Assistant, making it a pioneer in this type of AI assistant in Spanish banking.
The launch strengthens the Bank's commitment to innovation in customer service and raises the level of interaction in one of the most widely used digital channels by customers. Part of the Bank's “AI First” strategic programme and personally led by chief executive officer Gloria Ortiz, the initiative aims to accelerate the practical application of artificial intelligence to increase productivity and efficiency with tangible value for customers.
The assistant has been available since 2 March to all users, both customers and non-customers, who contact the Bank's official numbers via WhatsApp.
The incorporation of generative AI takes this service to a new level and consolidates the channel which, operational since 2020 and a key point of contact for information support, handles more than 70,000 messages annually related to products and services for both individual and corporate customers. The operation of the service was previously based on a guided menu,
whereas the new assistant allows users to formulate their enquiries in natural language and obtain more accurate, agile and contextualised answers in any language, always based on public information available on the Bankinter website.
Access to a 24/7 service that enhances the customer experience
The assistant is available at all times through the Bank's official WhatsApp numbers:
- Individual Retail Banking: https://wa.me/34666443333
- Corporates: https://wa.me/34663777444
The service operates 24/7, does not access private customer data and does not perform banking transactions, which means that it can also be used by individuals and corporates that do not have a contractual relationship with the Bank.
The launch reaffirms Bankinter's goal of offering an excellent digital experience, harnessing innovation for a more accessible, approachable and safer relationship with its customers.
Developed in a cross-functional manner by the CRM area in partnership with the Generative AI Projects, Information Security, Technology Risks and Legal Counsel teams, the project conforms to the highest security standards and guarantees maximum robustness, reliability and protection against attempts at manipulation or misuse of the system.