Overview

• Commerzbank's AI avatar Ava, launched in early April, is being rolled out to three million active app users after resolving 90% of test-phase inquiries.
• Ava, designed with a human-like interface modeled on an actress, allows customers to perform tasks like ordering credit cards and checking balances 24/7.
• If Ava cannot assist, customers are seamlessly redirected to human advisors, ensuring support for complex or unresolved queries.
• The initiative aims to enhance operational efficiency by automating routine tasks, freeing staff for more complex consultations without reducing headcount.
• Commerzbank positions Ava as a frontrunner in Germany's banking sector, with plans to introduce an English version to expand accessibility.