AI Assistant Automates Accessible Banking Services

Goals: Barrier-Free Digital Banking Services

The Evangelische Bank operates in a highly regulated environment with strict requirements for security, service quality, and accessibility. Customers expect quick, accurate answers, ranging from product inquiries to issues with online banking.

At the same time, the volume of service inquiries is rising, particularly regarding login processes, VR-NetKey requests, or PIN-related issues. Traditional FAQ pages or simple chatbots were unable to resolve these issues conclusively or in a user-friendly manner.

The goal was therefore to create a central, AI-based interface on the website: an AI agent that understands natural language, automatically initiates processes, and complies with the legal requirements of the Accessibility Enhancement Act (BFSG). Seamless integration into the accessible CMS from Atruvia was essential.

Results: Agentic AI as the Central Customer Interface

With “Lila,” Evangelische Bank implemented an AI assistant based on the LoyJoy platform directly on the homepage. The AI agent processes free-text queries in real time, accesses a comprehensive knowledge base, and automatically triggers integrated banking processes.

Achieved Benefits:

• Automated support for online banking and security issues (VR-NetKey, PIN)
• Intelligent routing to the appropriate advisors for complex cases
• Integrated feedback management for continuous optimization
• Full BFSG-compliant accessibility within the Atruvia ecosystem

Agentic AI immediately handles routine and self-service processes, while consultation-intensive issues are specifically handed over to employees. This results in efficient customer service automation with a clear division of labor between the AI assistant and humans—scalable, accessible, and future-proof.

Watch the Case Video

Play