In 2023, Bankinter reinforced its commitment to the digitalisation of services and processes, in line with the entity's strategy. Its objectives are greater quality and convenience of digital services for its customers, increased business capabilities and greater efficiency in the bank's services and operations. These objectives are being addressed through projects to transform the entity's digital channels and key processes, create new products and services, extract value from data, and mobilise innovation in processes and technologies.
In 2023, new versions were launched in our internet and app channels, in accordance with the objective of continuous improvement of the quality of our service to our customers. These changes have paid off. They have resulted, for example, in a significant increase in the perception of the quality of the website and corporate banking app, with increases in the NPS indicator - which measures customer satisfaction compared to the previous year- of around 18 points and 11 points, respectively.
These improvements involve continuously reviewing usability and experiences, and introducing capabilities that meet new customer needs: renewal of asset positions, online contracting of products, information exchanges between the entity and the customer, new services, etc.
The new services include the launch of virtual cards in the app for individual customers and the corporate banking app. This product meets customer needs for usability and control of card payments, combined with the increasing demand for online security. Bankinter's virtual cards are associated with debit and credit cards and can be 'single use' or 'recurring use'. They enable customers to generate cards with limited capacity for specific and secure use in some electronic businesses.
In 2023, the Digital Banking areas continued to optimise their key customer processes to achieve the highest quality of service and efficiency and effectiveness in operations. For example, advances in our omnichannel approach and the provision of new capabilities for digital mortgages contributed to facilitating online management of the entire process. These improvements enabled nearly 80% of customers to complete part of their mortgage application remotely.
The addition of innovative capabilities, complemented by process reengineering, enables significant reductions in the time it takes customers to complete everyday transactions. Processes such as transferring accounts, funds and pension plans between entities have been optimised with redesign that includes aggregation capabilities that greatly simplify the customer's activity and facilitate fully digital exchange of information with the bank.
Our technological innovation included intensified work with artificial intelligence (AI), in both conventional forms, through new models and processes for using and exploiting our data, and through generative AI technologies.
Generative AI has required the greatest effort, due to its enormous potential for transformation. Along with internal learning and dissemination, which will continue to increase, specific teams were dedicated to studying and implementing various usage options. This work included analysing the availability of these technologies in secure environments controlled through agreements with technology providers. A number of applications and use cases were developed that are already increasing efficiency and speed in some of the bank's processes, such as reporting, access to information, training of new recruits and other everyday tasks.
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