AI Banking Customer Support Chatbot

Inefficient Use of Human Resources

According to internal data from One Bank (name changed due to NDA restrictions), the average client conversation lasts 3.5 minutes, with a single employee able to handle up to 150 calls during an eight-hour shift. Meanwhile, the bank receives several thousand customer inquiries each day. The most frequent requests involve card blocking or reissuance, product details, branch opening hours, or clarification of account information. As a result, managers spend valuable time handling routine, repetitive tasks rather than focusing on more complex responsibilities — leading to an inefficient allocation of human resources.

Long Waiting Times

Handling large volumes of diverse customer data, One Bank’s support staff often lost precious minutes searching for answers, extending call duration and lowering service quality. Customers increasingly expected immediate or near-immediate responses and were unwilling to wait hours for assistance. Delays not only frustrated clients but also led to measurable service abandonment, with dissatisfied customers turning to competitors.

Service Errors

From incorrect product details to misguided recommendations and simple data entry mistakes, One Bank’s customers frequently encountered errors when interacting with support. These service failures eroded customer loyalty, reflected in declining Net Promoter Scores (NPS), and ultimately reduced the bank’s overall profitability by lowering customer lifetime value (LTV).

Challenges of Multilingual Communication

Hungarian is widely considered one of the most complex languages in the world. Moreover, Hungary itself is home to diverse linguistic communities. The official language rights of 13 recognized minorities are protected under the "Act on the Rights of National and Ethnic Minorities". Speakers of these various languages are among the clients of One Bank (name changed due to NDA restrictions).

AI-powered chatbot

To address these challenges, Plavno developed an AI-powered smart chatbot designed to automate routine operations, shorten issue resolution times, and elevate the quality of customer service. Most notably, the chatbot is equipped to handle interactions in multiple languages, ensuring seamless support across the bank’s diverse client base.

Plavno’s AI-powered chatbot offers a wide range of core functionalities designed to enhance convenience and streamline customer interactions through chats and even phone calls:



• On-Demand Information: Customers can instantly check account balances, recent transactions, and full transaction histories — all within the chat interface.
• One-Stop-Shop Transactions: The digital assistant facilitates a variety of banking operations, including bill payments, loan repayments, and deposits, directly within the chat. It can also be configured to carry out recurring tasks automatically.
• Card Management: Users can block or close bank cards, set transaction limits, request new or additional cards, and manage card-related services — all with customizable, automated scenarios.
• Applications and Service Requests: The chatbot assists customers with submitting loan or overdraft applications, updating personal details, and accessing other banking services.
• Financial Guidance: Customers can ask questions related to financial planning, taxation, lending, and other financial topics, receiving AI-driven advice.
• Seamless Operator Handoff: If the chatbot cannot resolve an issue, it automatically transfers the customer to a live operator — without requiring repeated requests — ensuring swift escalation for complex matters.
• Mobile App and Online Banking Navigation: The AI assistant helps users navigate app features and online banking tools, offering clear, step-by-step guidance.
• Notifications and Reminders: The chatbot proactively alerts customers about important events, such as incoming payments, upcoming deadlines, or updates on applications.

Advanced Features

Beyond the basics, the chatbot integrates sophisticated capabilities that set it apart:


• Real-Time Voice Translation: Leveraging advanced AI, the chatbot translates spoken conversations into one of 120 languages with just a 3–5 second delay, enabling smooth, near-instant multilingual communication.
• Photo and Document Recognition: Customers can upload photos or scans, which the chatbot analyzes using AI and OCR (Optical Character Recognition) technologies to extract and process information.
• Personalized Cross-Selling: By analyzing customer behavior and preferences in real time, the chatbot tailors product recommendations and personalized offers, boosting opportunities for secondary sales.
• Smart Query Assistance: As users type, the chatbot offers predictive suggestions (similar to auto-complete) that help clarify questions and speed up problem description.
• Interactive Tools: Integrated calculators, graphs, and charts help customers better understand loan terms, product features, and other financial details.