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IBM Financial Services Poland

BS Brodnica

Customer Service Automation · Sales Automation

BS Brodnica wanted to attract and onboard more commercial banking customers, but repetitive support questions and product guidance were consuming consultant and contact-center time and made it harder to deliver instant, high-quality service.

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1,000 conversations in 2 months
3 months to go live
90% accuracy rate for support inquiries
over 3,700 messages in the first two months

Reported impact

Business outcome

BS Brodnica created always-on support, reduced repetitive work for consultants, improved responsiveness for existing customers, and opened more room for commercial teams to focus on high-value conversations and cross-sell opportunities.

  • Customer Experience
  • Productivity Improvement
  • Revenue Growth

Solution

BS Brodnica worked with TUATARA to launch Piotr, a virtual assistant built on TUATARA's Actionbot framework and powered by IBM watsonx Assistant. The assistant was designed to fit directly into the bank's customer-service workflow rather than operate as a standalone demo: TUATARA integrated Piotr with the bank's knowledge base so answers stay current, added multichannel automation so customers can ask questions digitally at any time, and used agile workshops plus testing on real customer data to refine responses before production. In operation, watsonx Assistant handles natural-language understanding, Piotr answers common banking questions, promotes relevant services when the interaction fits, helps users complete tasks such as filling digital application forms, and transfers more complex cases to employees. The result is a 24x7 service layer that reduces frontline workload while preserving continuity into human support.

Data flow

Online customer questions enter Piotr through Actionbot, watsonx Assistant interprets the request, the assistant uses the bank's knowledge base to return an answer or promote a relevant service, and complex cases are transferred directly to a bank employee with the interaction continuing in the same workflow.

Solution architecture

2 components · 2 layers
  1. Compute
    • IBM watsonx Assistant Interprets customer questions and powers the conversational logic behind Piotr's banking support flows.
  2. Serving
    • Actionbot Provides the virtual-assistant framework and multichannel integration layer that TUATARA adapted for Piotr.

Architecture clues

  • Piotr was integrated with the bank's knowledge base so answers stay accurate and current.
  • The assistant can transfer complex conversations directly to bank employees and collect post-conversation feedback.
  • The project used agile workshops, rapid prototyping, and training on real-world customer data before launch.

Evidence from the source

"Actionbot combines cutting-edge IBM watsonx Assistant technology with multichannel automation and integration"
"During the first two months after the solution went live, customers had more than 1,000 conversations with Piotr"
"Less than three months after we first engaged TUATARA, our new virtual assistant was live and in production"
"Powered by IBM watsonx Assistant, the new solution answers online enquiries with 90% accuracy"
"fully integrate our new virtual assistant—named Piotr—with the bank's knowledge base"
Transparency Evidence & methodology 90/100 reference value · 89% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value90/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact15/25
    1 metric describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence89%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. IBM

    BS Brodnica customer story

    First-party
    https://www.ibm.com/case-studies/bs-brodnica
    Source type
    Vendor-published customer story
    Published
    Apr 17, 2024
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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