Bank software company Temenos is exploring automated messaging capabilities for its Infinity Engage platform, a move that would mark a strategy pivot for the messaging tool built on the idea of relationship banking between bank staff and customers.

“One of the things we’ve talked about with Engage is, how do we turn some of those simpler conversations into ones that don’t require an actual person responding — and that could be automated,” said Brian Abele, product director and senior vice president of product management at Temenos.

The Geneva-based software company is currently running proof of concepts for automated messaging on Engage, which is a personalized one-to-one messaging platform for bankers and customers. Abele said Temenos is researching which common requests would benefit from automation, and training its models on natural language processing and understanding customer intents. The company is being mindful in its approach of adding automated messaging to Engage, since the service is predicated on human interaction, he said.

Providing banking software to banks including HSBC, Credit Suisse and Bank of Shanghai, Temenos works with 41 of the world’s top 50 banks, according to the company’s website. Founded in 1993, Temenos [SIX: TEMN] has a market capitalization of $9 billion.

Engage is a personalized one-to-one messaging platform for bankers and customers. Temenos acquired the Engage platform in 2019 via its purchase of Kony, which had bought the Engage mobile app and underpinning software from Pivotus Ventures, formerly Umpqua Bank’s internal innovation subsidiary, in 2018. The tool was made famous by the $29 billion Umpqua via its Go-To app, which leverages the same underlying tech to provide customers with a human-digital approach to customer service.

Temenos has upgraded the Engage tech stack since 2019, launching a mobile app for bankers to service clients anywhere from a smartphone and releasing an accelerated, out-of-the-box onboarding process for banking clients to integrate the new tech in less than four weeks. Temenos also pulled Engage, previously a stand-alone platform, into its Infinity tech stack, which enables bankers to perform account-specific actions on behalf of the customer inside the platform. “It’s enabled to do that, and now it’s a matter of finding those use cases and putting them into our roadmaps,” Abele said.