Banking and the financial sector are entering a new era of AI-driven transformation

Banking and the financial sector are entering a new era of AI-driven transformation

Banking and the financial sector are undergoing an intense transformation — driven not only by rising customer expectations, but also by the capabilities of generative artificial intelligence (Gen AI). Magdalena Pisarczyk-Czekaj (Sales Director at yarrl S.A.) spoke about the role of this technology in the modernization of customer service in an interview published in Gazeta Finansowa.

From the material we will learn, among others, how Gen AI allows to predict customer problems, supports personalization of communication and enables consultants to work with so-called support agents (such as Genesys Agent Copilot). The new systems not only analyze conversations and messages, but also support managers in assessing the quality of work and compliance with procedures.

Generative AI transforms contact centers into centers for anticipating needs and personalizing communications — not only automating, but also supporting consultants in real time. In this new model, it is not man or machine, but man and machine jointly take care of customer service quality.