Overview

• Commerzbank's AI-driven avatar 'Ava' is now available in its mobile banking app to handle routine customer service tasks 24/7.
• 'Ava' successfully resolves 90% of customer inquiries, offering services like card orders, account balance checks, and product comparisons.
• The avatar forwards unresolved or complex issues, such as investment queries, to human advisors in the bank's advisory centers.
• Ava's rollout began in early April 2025 and is being gradually expanded to all three million active app users, with an English version planned.
• Commerzbank emphasizes that the avatar aims to enhance efficiency by freeing staff for complex tasks, not to reduce the workforce.