Bianka, Bankia’s Conversational Assistant Developed With Amelia’s Technology, Exceeds One Million Customer Inquiries

• Bianka allows queries and operations through voice and text, using natural language.
• Bankia’s conversational assistant can extract information from a single phrase and perform operations and solve customer issues.
• According to Luis de Mena, director of Bankia Mobile: “Bianka is a tool that allows us to optimize the experience of our clients in their interaction with the bank.”

Bianka, the conversational assistant developed with Conversational AI technology from Amelia, an IPsoft Company, that is available to its customers through the bank’s mobile app, has exceeded one million queries since its launch almost a year ago.

Based on advanced Conversational AI and machine learning, Bianka performs operations and answers queries through voice and text using natural language. The assistant can extract information from a single sentence and solve problems, such as: “I want to make a transfer to Diego González of 350 Euros. “

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Bianka can execute the entire transfer process end-to-end, identifying the necessary data to make the transfer and, before sending it, showing a summary of the order. If necessary, Bianka will request the additional data that is necessary to complete the operation in a conversation with the client. For example, if Bianka doubts which contact to use, she will ask or display a list of the contacts most similar to the one indicated.

Bianka is available 365 days at any time, with direct communication in real time, and fast responses and resolutions.

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Luis de Mena, director of Bankia Mobile, explained that “Bianka is a tool that allows us to optimize the experience of our clients in their interaction with the bank. Thanks to Artificial Intelligence, customers can carry out regular banking operations through Bianka, which understands and responds by voice.”

The assistant is integrated into the Bankia app and any client can access it through the main menu. This tool is available on both the Android and iOS operating systems.

Bianka’s functionalities

Gema González, Director of Conversational Assistants at Bankia, highlights that “thanks to the functionalities available to Bianka, the client can consult the balance and movements of their accounts; know the most common news such as if the payroll has been entered; if it has received transfers or if receipts have been uploaded; carry out transfers between accounts or send money through Bizum (a money exchange system).” Bianka accomplishes all of this with Amelia, repeatedly chosen as an industry leader in Conversational AI by independent analyst firms including Everest Group, Forrester and Ovum.

In addition, new functionalities for Bianka include: card balance check, security code (CVV) and expiration date lookup, paid receipts and pending charges, account verification and validation (including IBAN for international accounts), manage receipts, notifications, digital signature requests or changes, or manage new accounts.

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