Fintech
Featured Case Study
Locorum
Locorum is a mobile platform built to help people find trusted local service providers and support Canadian-owned small businesses.
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Client
Buddy Bank
Industry
FinTech
Service
Product Development
Duration
6 Months
Buddy Bank
Buddy Bank is UniCredit's digital-first banking platform designed for modern customers who expect instant support. We built an AI-powered chatbot that provides 24/7 customer assistance directly within the app and website. The intelligent system handles account inquiries, card management, product information, and appointment scheduling delivering instant answers to thousands of banking questions every day.
The Challenge
Digital banking customers expect instant answers at 2 AM just as much as at 2 PM. But traditional banking support couldn't keep up. Human agents worked limited hours, customers waited in chat queues, and simple questions like checking account balances or blocking cards required talking to a person. Buddy Bank faced the classic support problem: how to scale customer service without hiring hundreds of agents for 24/7 coverage. Customers abandoned the app when they couldn't get immediate help. Repetitive questions overwhelmed the support team. And young customers who chose Buddy Bank for its digital-first approach were the most frustrated when banking tasks required waiting for business hours.
The Solution
We built a complete AI-powered support system in 6 months an intelligent chatbot that handles customer inquiries 24/7 without human intervention. The AI integrates directly with Buddy Bank's core systems to provide real-time account information, process card management requests, and complete banking operations autonomously. Customers ask questions in natural Italian, and the system understands intent, verifies identity securely, and delivers accurate answers instantly. For complex issues requiring human expertise, the chatbot seamlessly schedules appointments with advisors and transfers conversation context so customers don't repeat themselves. Built with advanced natural language processing and complete banking compliance, the system learns from every interaction and improves over time.
Solution
Natural Language Understanding
Processes customer questions in conversational Italian, understanding intent even when phrased informally. Recognizes banking terminology and interprets context from previous messages.
Real-Time Account Access
Direct integration with core banking systems provides instant balance information, transaction history, and account status. Live data access with complete regulatory compliance.
Intelligent Card Management
Autonomous card blocking and activation without human intervention. Lost or stolen cards get blocked immediately and replacement initiated no waiting for business hours.
Smart Product Recommendations
Understands customer needs and recommends relevant banking products. Product information is personalized based on the customer's banking relationship.
Seamless Human Handoff
Schedules appointments with banking advisors automatically for complex requests. Transfers complete conversation context so customers don't repeat information.
Continuous Learning System
Machine learning improves response accuracy over time. The AI learns from successful resolutions and adapts to changing customer needs automatically.
The Impact
Buddy Bank's AI chatbot transformed customer support. Customers get instant resolution at any time instead of waiting hours. The system handles thousands of daily inquiries without human intervention, freeing advisors to focus on complex financial guidance. Questions that required waiting until Monday morning now get answered immediately on Saturday night. Support costs decreased significantly as the AI handled repetitive questions. The bank scaled support capacity without proportional staff increases. And 24/7 availability became a competitive advantage, not an operational burden.
%
Queries Resolved Instantly
%
Reduction in Wait Times
%
Lower Support Costs
Always Available
Key Features
Immediate answers at any time without waiting for business hours or human agents.
Understands conversational Italian and banking terminology. No rigid commands required.
Live account data and autonomous banking operations with complete security and compliance.
Connects customers with human advisors when needed with full conversation context transferred.
Machine learning adapts to new customer needs and improves accuracy automatically.
Secure authentication, encrypted data, and audit trails meet all banking regulations.
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