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Integration of AI-Powered Voice Assistant in Mobile Banking Application
  1. case
  2. Integration of AI-Powered Voice Assistant in Mobile Banking Application

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Integration of AI-Powered Voice Assistant in Mobile Banking Application

e-point.com
Financial services
Banking
Technology

Challenges in Implementing Voice Assistant for Enhanced User Experience

PKO Bank Polski needed to implement a voice assistant capable of handling financial transactions (balance checks, transfers, phone top-ups), app navigation, and contextual information delivery. The challenge included designing a voice interface that operates effectively in 'here and now' interactions while maintaining user-friendliness, accessibility, and alignment with brand identity.

About the Client

Poland’s largest domestic universal bank with 11+ million clients and €346 billion in assets, focused on digital innovation in financial services

Objectives for Voice Assistant Integration

  • Create a conversational AI assistant that reduces user effort for routine banking tasks
  • Enable seamless voice-driven navigation within the IKO mobile app
  • Improve accessibility for visually impaired users through voice-first design
  • Establish onboarding processes for user adoption of voice interface
  • Build foundation for future AI capabilities like expenditure analysis

Core Functional Requirements

  • Voice-activated account balance and transaction history checks
  • Secure transfer instruction processing via voice commands
  • App function search and navigation assistance
  • Contextual banking product/service information delivery
  • Multi-channel integration with telephone systems

Technology Stack Requirements

Natural Language Processing (NLP) frameworks
Cloud-based AI/ML platforms
Mobile SDKs for voice integration
Banking API gateways

System Integration Needs

  • Existing core banking systems
  • IKO mobile application infrastructure
  • Telephone channel IVR systems
  • Customer relationship management (CRM) platform

Non-Functional Requirements

  • Scalability for 10M+ monthly interactions
  • Financial data encryption and compliance (GDPR, PSD2)
  • Sub-500ms response latency for voice commands
  • WCAG 2.1 accessibility compliance

Expected Business Impact of Voice Assistant Implementation

Projected 300% increase in voice-assisted transaction volume within first year, 40% reduction in basic customer service inquiries, and enhanced market leadership through innovative voice interface adoption. The solution will improve customer satisfaction scores by 15-20% through faster task completion and establish PKO BP as a European banking technology pioneer.

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