Garanti BBVA enhances its smart assistant Ugi using generative artificial intelligence

Over the past year, Ugi has assisted over five million customers and held more than 60 million conversations. With its renewed technology, Ugi is able to follow the context across conversations, creating a more natural, empathetic experience that addresses customers needs. Furthermore, the smart assistant is also now able to provide support regarding credit and debit card applications, credit card payments, transactions related to card passwords, wire transfers and general information. Ugi proactively anticipates customers’ needs and offers the best solutions.

Looking ahead, the bank plans to continue expanding Ugi’s capabilities to provide support for additional areas.  By continuously learning from the transactions, requests and feedback of its users, Ugi is becoming more competent every day.

Ceren Acer Kezik, Executive Vice President at Garanti BBVA stressed the impact generative AI is having on the overall banking experience, stating: “Generative AI does not simply digitize banking, it adds an entirely new dimension to it.” She emphasized how AI chatbots can understand users’ intentions and provide them with natural, insightful answers. “With our smart assistant, Ugi, our customers feel like they are speaking to an empathetic, human financial advisor,” she added.

The Executive Vice President also noted that AI goes far beyond customer experience. Garanti BBVA has also been using generative AI to transform internal business processes in areas such as marketing and sales, pricing, fraud, credit assessment and customer satisfaction. By automating tasks like document scanning, information extraction, summarization, and reporting, employees have more time to focus on more strategic and creative tasks. “We will continue to support this transformation and make our business processes smarter with artificial intelligence," she said.