AI Chatbot for Banks
Rethinking bank customer support: How FINA is building the next-gen AI chatbot for commercial banks
Banks and microfinance institutions have used chatbots for years to manage customer communication. But most of them are still rule-based – they only respond to predefined questions. As soon as the request goes off script, the conversation fails.FINA is addressing this by developing an AI-powered chatbot that understands context, interprets complex questions and responds in real time with accurate information. It’s built for real use cases, not just scripted replies.
Backed by Microsoft and TBC bank
FINA was selected among the top 16 participants in the Microsoft Central Europe AI Fintech & Insurtech Accelerator Program, supported by TBC Bank. Through this program, our team receives:Mentorship from Microsoft and NVIDIA expertsAccess to advanced AI tools and infrastructureSupport for scaling and market readiness
Why traditional chatbots don’t work?
Rule-based chatbots operate on static scripts. They only function within a fixed flow and can’t adapt to complex or unexpected questions. When users need more than basic information, these bots fall short. For example:Customer asks: “Is online registration required before applying for a loan?”
Bot replies: “You can apply online or at a branch.”The question isn’t answered, leaving the user confused or forced to contact an agent.This leads to:Higher load on customer service teamsPoor user experience and reduced satisfactionIncreased drop-off rates mid-conversation📊 According to Gartner, only 20% of queries handled by rule-based bots are resolved without human help.
What makes AI chatbots different?
AI-powered chatbots, like the one FINA is building, use Natural Language Processing (NLP) and machine learning to handle real conversations:They understand natural language and user intentThey learn from past interactions and improve over timeThey ask follow-up questions to clarify ambiguous requestsThey work across channels and are highly scalable📊 IBM reports that AI chatbots can resolve up to 80% of routine questions, reducing support costs by up to 30%.📊 Juniper Research estimates that AI bots will save banks over $7.3 billion by 2024 by cutting handling time and automating service.
Our team and experience
FINA has delivered complex software systems for the financial sector since 2006, working with central banks, ministries and private institutions in over 15 countries. This project is led by a team of six experts, including AI and ML specialists, BI analysts and system integrators.We’re also embedding AI-driven SupTech and RegTech models into our flagship IRP platform, already used by nearly 15 central banks.
What’s next?
We’re building tools that help financial institutions operate more efficiently and communicate more effectively. The AI chatbot is just one part of our broader vision – practical, intelligent solutions for real-world needs.
