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The Challenge

Raiffeisen, a leading Swiss retail bank, wanted to appeal to younger customers. With the success of newcomer banks like N26 and personal finance bots like Cleo, traditional banks face fierce competition and have to improve their customer experience.

Raiffeisen has a record of excellent customer service and cares deeply about data privacy. In banking, most customer interactions are more complex than simple ‘question and answer’. They require multi-turn conversations.

The Solution

Using Rasa, Raiffeisen developed an AI assistant to handle longer conversations and train non-technical team members. The product team used fast iteration cycles to learn from real user data and to improve AI accuracy.

Raiffeisen built a successful Proof of Concept within two months, deployed on-prem using Facebook Messenger. The company is now developing a strategy to bring those AI capabilities to their main products on web and mobile.

Industry: Banking

Location: St Gallen, Switzerland

Employees: 11,150

Revenue: $3.4 billion

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