Digital Banking

Technology at the service of customers

Bankinter continued to improve its capabilities throughout 2024 with a view of offering a better and more agile service to its customers. The initiatives rolled out to achieve this objective were articulated through different strategic fronts, such as the transformation of the service through digitalisation, process re-engineering and optimisation, the modernisation of applications and technological infrastructures or maximisation of the value extracted from data through information management and artificial intelligence.

Priority on digital channels

One of the bank's priorities is the continuous improvement of its digital channels, including websites and apps for individuals, companies and brokers, to offer a more agile and convenient experience to its customers. To this end, new services and improvements were launched across all channels. It is worth highlighting the new Broker website, which offers completely renewed usability to provide an experience in line with the needs and demands of customers.

Beyond the channels themselves and their general capabilities, digital utilities and products were incorporated. For example, the use of virtual cards was extended to all customers, incorporating innovations such as use through payment wallets of the main brands, allowing for a more agile and secure experience.

Process improvement

In 2024, the mortgage arrangement process was streamlined and improved to help customers interact with the bank through different channels (and using any combination of them). At the same time, new visual comparison tools are provided between Bankinter products and enriched information on the behaviour of the mortgage in different scenarios. In parallel, a first phase of internal optimisation of mortgage production processes was completed. From the customer's point of view, the improvement translates into greater service agility in the authorisation, processing and signing steps. Behind closed doors, this means achieving a higher cost-to-income ratio through automation and a wealth of information for decision-making.

Other processes with an impact on customers with significant improvements in 2024 were those related to the transfer of positions (funds, securities, plans, etc.), supported by entity aggregation or the remote signing of documents. In addition to the above improvements, a document management transformation programme was completed during the year to optimise the storage and flow of documents between different processes and applications, including improvements in categorisation, access, visualisation and reuse. The use of artificial intelligence techniques to classify and extract data made it possible to automate a very large part of the entire processing cycle. From the customer's point of view, it provides a more agile interaction with the Bank and minimises the need to exchange documents.

Data management and artificial intelligence

Data management is key to maintaining compliance standards and achieving the highest competitiveness in service delivery. Bankinter worked in collaboration with various partners to modernise data processing through cloud infrastructure projects that allow for greater agility and scalability of service. These advances are essential to support functional initiatives to extract value from data.

The data analysis capabilities were improved in 2024 by working hand-in-hand with leading suppliers and incorporating new tools. The result of these improvements is streamlined data-related research and an increased ability to translate them into use cases relevant to the customer and to maintain them in optimal operating conditions over time.

Early generative AI initiatives began to produce results in parallel with the production of conventional AI use cases. A series of applications were also rolled out with the aim of boosting the productivity levels, both in the central services and across the sales network. Specific productivity tools were also created for programmers in order to reduce software engineering times . Several initiatives were completed in 2024, from self-service chatbots to automatic document reading tools and other tools to automate associated procedures, all aimed at boosting agility and efficiency and serve as a signal to roll out these techniques to new uses and processes.

In addition, in terms of customer relations, AI-based tools were also rolled out, such as for checking the information and managing receipts with a natural language from the personal banking website or enriched information in the fund search engine.