Customer Service Automation
Garanti BBVA wanted its mobile banking assistant to handle customer requests more naturally, keep context across interactions, and provide more personalized support for common banking tasks instead of limited, less contextual chatbot exchanges.
Reported impact
The upgraded assistant delivers a more natural and empathetic customer experience, broadens the set of supported banking tasks, proactively suggests solutions, and also contributes to internal productivity gains by automating document scanning, information extraction, summarization, and reporting in other business processes.
Garanti BBVA upgraded Ugi, the smart assistant in its mobile app, with generative artificial intelligence based on large language models to improve digital banking support. The implementation serves customers directly inside the bank’s mobile app, where Ugi handles conversational requests and keeps context across interactions so exchanges feel more natural and empathetic. The source says the system learns continuously from user transactions, requests, and feedback, indicating an ingestion loop from operational banking activity and customer interactions into the assistant’s improvement process. Ugi now supports card applications, credit card payments, card-password tasks, wire transfers, and general information, showing integration with core retail banking workflows. The article does not name external model vendors, storage platforms, or orchestration tools, so the solution is best described as an in-house LLM-powered assistant embedded in Garanti BBVA’s digital banking channel.
Customer conversations in the Garanti BBVA mobile app, along with transaction, request, and feedback signals, are used by Ugi’s large-language-model-based generative AI to interpret intent, retain context across exchanges, and return personalized answers or assistance for banking tasks such as card services and wire transfers.
"By automating tasks like document scanning, information extraction, summarization, and reporting, employees have more time to focus on more strategic and creative tasks."
"By continuously learning from the transactions, requests and feedback of its users, Ugi is becoming more competent every day."
"Over the past year, Ugi has assisted over five million customers and held more than 60 million conversations."
"Ugi now offers the bank’s customers a more natural experience with dynamic, and hyperpersonalized solutions."
"With its renewed technology, Ugi is able to follow the context across conversations, creating a more natural, empathetic experience"
"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."
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