NEW YORK — Poland-based Nest Bank is piloting its AI-driven chatbot solution N!Assistant to decrease contact center volume and improve customer satisfaction.  

The pilot of the Microsoft Open AI-driven chatbot has been live for five months and has yielded the following results, Janusz Mieloszyk, first deputy CEO and chief commercial officer at Nest Bank, told Bank Automation News at Finovate Fall: 

• The bot receives around 11,000 requests for chat daily; and 

• Call center costs has fallen 20% as the chatbot has boosted self-service.  

Further implementation of gen AI 

As the pilot continues, the bank plans to implement the technology in the backend, Mieloszyk said. 

For example, by yearend, the bank plans to launch generative AI at its call center to help agents answer questions more efficiently, he said. 

In call centers, the tech can be used for transcription, to train associates and to score responses, he said. 

“We are starting to use gen AI more broadly, not only customer-facing,” Mieloszyk said. 

Nest Bank serves microbusinesses with up to $2 million in revenue, small businesses with up to $10 million in revenue and retail clients, he said. 

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