AI voicebots in the Polish banking sector (part 1) 

In the rapidly evolving landscape of digital banking, the importance of effective public speech services cannot be overstated. These services play a crucial role in enhancing customer experience, especially in the context of the Polish banking sector, where customer interaction and communication are paramount. With advancements in artificial intelligence and natural language processing, the capabilities of public speech services have seen a remarkable transformation, offering more intuitive and efficient ways to engage with customers.

The voicebot market in the Polish financial sector is dynamically growing. The customers are now used to talking to virtual assistants and asking them common questions, e.g., about the account’s status. For instance, PKO, one of the oldest Polish banks, has been using virtual assistants for over three years now. In fact, according to their press release, they have as many as 18 different virtual assistants, and as of August 2023, their voicebots alone have already conducted over 25 million conversations with over 9 million customers. Impressive, isn’t it?

With the rapid growth of AI, it’s a good idea to see how AI-related technologies can be implemented in banks and other financial institutions. That’s the main focus of this study and article, which were co-prepared by Kamil Machalica, Senior AI Data Scientist, and Szymon Rożdzyński, DevOps Software Engineer.

Let’s embark on a detailed exploration of various public speech services, particularly focusing on their application in the Polish banking industry. To closely mirror our client needs, resembling those found in contact centre environments, these technologies will undergo testing with sentences tailored to banking scenarios. 

These samples will then be enhanced with different noise levels, creating an authentic replication of the audio environment typical in phone conversations with real customers. Our methodology is designed to offer a realistic evaluation of each service’s capabilities, reflecting the complex and demanding nature of customer interactions in banking contact centres.