AI agent for account and card servicing

Abu Dhabi Commercial Bank (ADCB) rebuilt its mobile banking app around an AI powered conversational assistant that customers can address by voice or text to check balances, move money, manage cards and services, track goals and explore the bank's products, instead of navigating menus and forms. The assistant is meant to personalize its responses over time from each customer's own interactions, and its security architecture combines biometric authentication, AI driven fraud detection and real time monitoring. ADCB's Group Chief Operating Officer said artificial intelligence is central to the bank's digital transformation.

In March 2026 Reflect, the digital banking app of Arab Bank, launched ReVA, an AI powered virtual assistant inside the app. Customers can type, speak or send voice messages in Arabic or English and get written or spoken replies. ReVA answers questions about Reflect services and promotions, shows account details and reviews spending, and also helps prospects who have not yet opened an account. The bank calls the voice to voice feature among the first of its kind in the region. No usage or containment figures are published.

DBS runs two generative AI virtual assistants on its own AI platforms: DBS digibot for individual customers in Singapore, Hong Kong and Taiwan, and DBS Joy for corporate and SME customers. In July 2026 DBS Joy became agentic in Singapore and now answers questions such as payment status and fees from the customer's own transaction and account data. DBS digibot answers card, refund, fee waiver and remittance questions today; DBS plans to add agentic tasks such as checking card usage, tracking reward points and blocking or replacing cards in the fourth quarter of 2026, for logged in customers only.

Garanti BBVA runs Ugi, a smart assistant inside its mobile banking app that answers questions and carries out banking transactions through conversation. The bank reports that Ugi handled more than 60 million chats in 2024 and now averages more than 6.4 million interactions a month. After the bank added generative AI based on large language models, Ugi understands 90% of user requests, and it supports more than 300 end to end banking transactions.

Vision Bank, a Saudi Central Bank regulated Islamic digital bank that calls itself the first Saudi Islamic bank powered by AI, offers Noura, a conversational banking AI agent. Customers complete everyday banking tasks through natural interactions instead of menus. The description comes from the boilerplate of the bank's September 2026 release on an innovation partnership with Publicis Sapient, which is not tied to Noura; the release names no channel, tasks or vendor for Noura and gives no usage figures.

BPCE, the French banking group behind the Banque Populaire and Caisse d'Epargne networks, integrated an AI virtual assistant into both networks' mobile apps that guides retail customers autonomously, 24 hours a day, through their banking. As of its November 2025 progress update, the group reports 1 million digital clients already using the assistant, and the service is being rolled out next to professional and business clients. The assistant sits alongside MAiA, BPCE's internal generative AI tool built on external models from Mistral AI, OpenAI, Google and Anthropic, which half of the group's 100,000 employees use an average of 40 times a month.

NatWest routes many kinds of everyday customer queries through Cora, its AI assistant in online banking and the mobile app, now with generative AI (Cora+). Customers whose ATM withdrawal did not pay out are sent to Cora with the phrase "ATM dispute" as the first step of the claim, and the assistant is available before login as well.

NatWest disclosed that Cora handled 10.8 million queries over 2023, more than double the roughly five million it handled in 2019, and that the top five questions asked via Cora are about canceling a transaction, changing an address, asking for a bank statement, requesting a new bank card or opening an ISA.

NatWest says the generative AI version improved customer satisfaction and reduced how often a colleague has to step in, and in 2025 it began a collaboration with OpenAI to extend the assistant to more complex tasks.

Zenith Bank, one of Nigeria's largest banks, launched ZiVA (Zenith Intelligent Virtual Assistant), an AI powered chatbot on WhatsApp, so customers could transact and get real time customer service around the clock on the encrypted messaging platform they already used. Through ZiVA, customers can open new accounts, receive instant transaction notifications, check balances, transfer funds, top up airtime, confirm checks, pay bills, apply for loans, block their accounts and request mini statements. Group Managing Director Ebenezer Onyeagwu said the launch was driven by the need for additional secured communication channels as the bank deepened its retail penetration.

Liv., the digital bank of Emirates NBD, launched Olivia in March 2019, a conversational chatbot built on Kasisto's KAI Banking platform. Olivia answers questions about Liv.'s banking and lifestyle offers, including how much a customer spent last month on groceries or in restaurants, explains how to make a local transfer or block a card, and hands the conversation to a Liv. agent when the customer prefers. During a mentorship program before the launch it handled more than 80,000 customer questions, which the bank used to train it on how UAE customers phrase requests.

KB Kookmin Card upgraded its existing digital consultation chatbot into a hybrid chatbot that combines the stable, rule based processing of the original chatbot with generative AI. The upgrade has three stages: generative AI first corrects typos and unclear wording in customer questions that the original chatbot could not understand, then it analyzes and handles multiple questions asked in a single message so the conversation can continue naturally, and for a subset of answers generative AI now drafts the reply itself, with technology to limit hallucination. KB Kookmin Card plans to extend generative AI to its voice callbot next and to a system that pre analyzes customer intent as soon as a conversation starts.

Simple, the digital bank brand of Attijariwafa bank, opened Simple AI in October 2026 as a preview for a first community of customers. The assistant is built into the Simple app, takes written or spoken requests in six languages including Darija, answers product questions, explains account activity and runs routine operations such as a transfer, a bill payment or a vehicle tax payment. The customer validates any operation that needs approval, and a customer can open and follow a complaint from the same place. The bank says customer data stays on its own infrastructure. No usage figures are disclosed.

Trust Bank, a Singapore digital bank, added a generative AI chatbot to its app that answers customers in natural language using updated product information and customer context. It handles common requests such as deleting a payee, paying a credit card bill, replacing a card and getting statements, and hands complex cases to human agents with the conversation history. Its customer care team helped refine the knowledge base. Trust Bank reports that human handled chats fell by 50 percent and that complaints dropped by about 40 percent within months of the rollout.

Commonwealth Bank built a central AI orchestration agent that reads the customer's intent and routes it to a conversational AI, retrieval over public content, a deterministic guarded path for regulated journeys such as fraud disputes, or a human specialist with the full context, on its messaging channel. It migrated nearly 700 chatbot topics and launched a generative AI banking chatbot in November 2024. Voice bots are a planned extension of the orchestration layer.

Emirates Islamic, which says it was the first Islamic bank worldwide to launch WhatsApp banking, runs a chatbot on that channel. A Euromoney award profile reports that the service handled over 430,000 interactions in 2024, that the chatbot resolved two thirds of customer queries and that at least 10,000 customers a month were handed to live chat agents. The profile adds that the bank is implementing generative AI, so the 2024 figures describe the earlier chatbot.

MONETA Money Bank in Czechia saw contact centre call volume rise by 300 percent between 2016 and 2022. With NTT Czech Republic it deployed Tom, a voicebot built on the Feedyou platform and Microsoft Azure AI speech services, to take common calls such as blocking lost cards, changing card limits and mortgage information. The Microsoft customer story reports that Tom handles up to 25 percent of all inquiries without an agent and that the bank cut call centre operating costs by 10 percent while customer satisfaction rose.

Equity Bank Kenya officially commissioned EVA, the Equity Virtual Assistant, in May 2022 to replace EazzyNet's customer support role with a chatbot that runs on artificial intelligence and machine learning models. On WhatsApp, Facebook Messenger and Telegram, customers can chat with EVA to manage their accounts and carry out transactions such as money transfers, airtime purchases and viewing account balances, in addition to general customer support, and Equity says the assistant will keep learning from its interactions with customers.

Abu Dhabi Islamic Bank launched Chatbanking on WhatsApp in the fourth quarter of 2020, built on the Verloop.io chatbot platform. Customers check balances, transfer funds, pay bills and book branch appointments with simple commands, in classical Arabic and in the Emirati dialect that the bank added in November 2020. By mid 2021 the bank reported 150,000 customers with a verified chatbot account, more than 350,000 conversations in the first half of the year and 85 percent of queries resolved without a live agent. The bank also reported a 20 percent drop in call volume at its call center.