The AI journey of DKB Service GmbH - PART 1: How GenAI is revolutionising customer service

At a time when new technologies meet the desire for consistency, various areas of tension arise between innovation and tradition. The financial environment in particular is confronted with the need for reliability and confidentiality coupled with the desire for fast services, innovation and the personalised 24/7 availability of customer service.

DKB Service GmbH, a 100% subsidiary of Deutsche Kreditbank AG (DKB), has taken up this challenge. By using GenAI (Generative Artificial Intelligence) in direct customer contact, we aim to create an excellent customer service that is reliable and trustworthy and at the same time allows our customers to interact with the latest technologies.

These two real scenarios are encountered in day-to-day business: Increasing customer enquiries and growing expectations regarding the speed with which issues can be resolved.

AI has become a decisive factor for competitiveness in the banking market and primarily enables a stronger customer focus. It is also an indispensable part of automating repetitive tasks, creating a scalable operating model and future-proofing internal processes and interfaces.

Imagine the following situation: Customers address a problem and receive immediate, precise support from an intelligent, empathetic AI that is available around the clock. This AI support uses personalised financial knowledge from our customers. This creates a seamless and interactive customer experience that is very different from standard chatbots. The ability of AI support to respond sensitively and with in-depth expertise gives our customers the feeling of being heard and understood, even if they are talking to a machine.

This technology also brings another significant advantage for our company. It is designed to sustainably reduce the workload of employees so that they can concentrate on more complex customer concerns. Meanwhile, the AI processes generic and frequent enquiries, refers to self-services or forwards specific requests to specialised employees.

AI support thus offers proactive recommendations before customers have to search for a long time or make contact by phone. This creates a feeling of appreciation and attention that is often lost in the hustle and bustle of everyday life.

The real added value comes from the fact that AI support and customer service staff work hand in hand and complement each other smartly. The goal: to increase customer satisfaction and strengthen stable customer relationships.

The challenge in our AI support development process is to find the right balance. Customers not only want quick answers, but also the feeling of interacting with a trusted source and receiving case-closing solutions.

Those who manage to use AI in customer service efficiently and in combination with additional human interaction today and in the future will achieve decisive added value in customer satisfaction. It is important to create acceptance for new technologies both internally and externally.

DKB Service GmbH is shaping the future of customer service - a future in which "human meets AI" is not just a buzzword, but a living reality.

Read more in PART 2