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First Investment Bank: Breakthrough with an LLM Virtual Assistant

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21 March 2024
Alenka Grealish

Winner of Celent Model Bank 2024 Award for Generative AI Application

Abstract

Superior customer engagement and smooth customer journeys have become paramount in winning retail banking market share. Prior to Gen AI, banks were experiencing diminishing returns leveraging current technology. Gen AI has changed the game, opening up opportunity to realize step change and increasing returns. Fibank has seized the opportunity Gen AI presents to differentiate itself through more effective customer engagement via IVAs. It also recognized that it could turbo-charge its bankers.

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