Conversational AI in Banking
Kapital Bank Transforms Customer Service with AI: A Case Study on Jetlink-Powered Chatbot
Kapital Bank, one of Azerbaijan’s leading financial institutions, partnered with Jetlink to enhance its digital customer experience. The goal was to streamline customer interactions across multiple digital platforms, improve self-service efficiency, and optimize human-agent workload through an AI-powered chatbot.
98%
Accurate intent match rate with LLM technologoies
500K+
users served in 3 years
and counting
35K
hours saved with automation in 3 years and counting
About Kapital Bank
Kapital Bank is Azerbaijan’s largest and oldest bank, serving millions of customers nationwide. With a strong focus on digital banking and innovation, Kapital Bank continuously seeks advanced technologies to improve customer engagement.
Technologies Used
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Conversational AI powered by Jetlink
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Hybrid Chat Model (Chatbot + Live Agents)
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Large Language Model (LLM) Integration (Upcoming)
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Omnichannel Deployment (Web, iOS, Android, WhatsApp)
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Problem Solved
Before implementing Jetlink’s AI-powered chatbot, Kapital Bank faced several challenges:
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High dependency on human agents for repetitive queries
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Long response times during peak hours
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Inefficient self-service solutions for banking transactions
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The need for a seamless, AI-driven omnichannel experience
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Solution Details
Jetlink deployed an advanced Conversational AI chatbot, integrated across Kapital Bank’s primary customer service channels, including Web, iOS, Android, and WhatsApp. The chatbot was designed to:
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Handle a high volume of user inquiries efficiently.
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Offer real-time responses to banking-related questions.
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Transfer complex queries to human agents when necessary.
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Maintain a hybrid model where chatbots and agents work collaboratively.
To further enhance accuracy and response quality, Kapital Bank is now in the final stages of integrating LLM technology, which will significantly improve the bot’s ability to understand and generate natural language responses.
Benefits Achieved
Scalability: The chatbot successfully handled approximately 5 million conversations.
Efficiency: Over 50 million messages exchanged, reducing agent workload.
Customer Satisfaction: Achieved a 4 out of 5 user rating.
High Accuracy: The chatbot operates with a 93% success rate in providing correct responses.
Seamless Hybrid Support: Ensured smooth transitions between AI and human representatives.
Metrics
5 Million Conversations handled across four digital channels.
50 Million+ Messages exchanged.
93% AI Success Rate in resolving user queries.
4/5 Customer Satisfaction Score.
LLM Integration in Progress for even more advanced responses.
Conclusion and Future Vision:
Kapital Bank continues to evolve its AI capabilities with Jetlink by integrating LLM-powered responses. This enhancement will enable more contextual, human-like interactions and improve the chatbot’s ability to handle complex banking queries.
The future roadmap includes:
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Expanded AI Training for improved banking-specific understanding.
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Advanced Personalization based on user data and preferences.
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Proactive Engagement to assist users before they even ask.
By leveraging Jetlink’s AI-powered chatbot and hybrid chat model, Kapital Bank has transformed its customer experience, ensuring faster response times, higher accuracy, and seamless omnichannel support. With LLM integration on the horizon, the bank is set to redefine AI-driven banking experiences for its customers.
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