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Microsoft Financial Services Czechia

MONETA Money Bank

Customer Service Automation · Enterprise Knowledge Search · Fraud Detection

Customer center MONETA Money Bank built by NTT Czech Republic uses an AI-driven voicebot, powered by Feedyou Platform and Microsoft Azure AI, to converse fluently in the complex Czech language, and can gather customer concerns and perform simple tasks like adjust card limits.

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As a result, the bank cut call center operational costs by 10 percent, while increasing customer satisfaction.
MONETA Money Bank's voicebot, Tom, can take care of it in 96 seconds.
MONETA Money Bank, a leader in the Czech Republic's banking sector, has revolutionized the way it interacts with its 1.5 million customers.
MONETA Money Bank, the fourth-largest bank in the Czech Republic, operates a network of 140 branches and serves 1.5 million customers.

Reported impact

Business outcome

As a result, the bank cut call center operational costs by 10 percent, while increasing customer satisfaction.

  • Cost Reduction
  • Customer Experience
  • Productivity Improvement
  • Revenue Growth

Solution

MONETA Money Bank used Azure AI Services, Azure AI Speech, Power BI to replace disconnected manual workflows with a more consistent digital operating model. Low-code automation and copilot capabilities orchestrate tasks, route work, and surface context to agents or business users without requiring separate point solutions. It also connects with surrounding systems such as Call-center telephony, which lets the new Azure-based workflow fit into existing operations rather than standing apart from them. As a result, the bank cut call center operational costs by 10 percent, while increasing customer satisfaction.

Data flow

Business data is unified in the service data layer, workflow automation coordinates the workflow across connected systems, and Dynamics 365 surfaces the experience to employees or customers in a single guided interface.

Solution architecture

5 components · 3 layers
  1. Compute
    • Azure AI Services Supplies prebuilt AI capabilities such as language, speech, or vision services within the application flow.
    • Azure AI Speech Handles speech recognition and speech synthesis for voice-driven experiences.
    • Azure Machine Learning Supports model development, experimentation, and deployment for predictive workloads.
  2. Serving
    • Power BI Delivers dashboards, reports, and self-service analytics to business users.
  3. Orchestration
    • Power Platform Provides the low-code automation and application platform for workflow modernization.

Architecture clues

  • 5 million customers

Evidence from the source

"MONETA Money Bank really wants to be a technological leader in the Czech Republic, and we are proud of our solutions." "Tom was also able to effectively handle 42 percent of all customer operations and successfully verify 37 percent of...
"We analyze recorded calls via a Power BI dashboard," points out Roman Klemisch, Process Specialist at MONETA Money Bank.
As a result, the bank cut call center operational costs by 10 percent, while increasing customer satisfaction.
Contact Sales Microsoft 365 Dynamics 365 Microsoft Power Platform Microsoft Teams Microsoft Security Windows 365 Nonprofit Transform work with Microsoft AI Bring intelligence into the flow of work and help your organization achieve its...
Customer center MONETA Money Bank built by NTT Czech Republic uses an AI-driven voicebot, powered by Feedyou Platform and Microsoft Azure AI, to converse fluently in the complex Czech language, and can gather customer concerns and perform...
Transparency Evidence & methodology 100/100 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 value100/100
  • 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 impact25/25
    3 metrics 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. Microsoft

    MONETA Money Bank customer story

    First-party
    https://www.microsoft.com/en/customers/story/1723479475853502943-moneta-azure-banking-en-czechia
    Source type
    Vendor-published customer story
    Published
    Jan 11, 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

  • Published on source page Jan 11, 2024 · Microsoft · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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