Retail Banking Intelligent Virtual Assistant Platforms: 2022 xCelent Awards, Powered by VendorMatch

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9 March 2022


Once the exclusive domain of large enterprises, intelligent virtual agents (IVAs) based on conversational artificial intelligence (CAI) are quickly moving down market. In retail banking, they are doing so largely through CAI specialist firms with pre-built and tuned natural language understanding (NLU) models and intent libraries designed for quick time-to-value. In this report, we profile ten retail banking IVA platforms and rigorously compare seven of them.

To help financial institutions better understand the vendor landscape and compare vendors, Celent used its ABC methodology, which positions and awards vendors across three dimensions: Advanced Technology, Breadth of Functionality, and Customer Base and Support.

This report is targeted at banks looking to improve digital customer engagement using a vendor-provided intellegent virtual assistant. There are a number of attractive platforms to consider. Leveraging Celent’s VendorMatch data store to gather extensive RFI information from each vendor, this Celent report evaluates 10 vendor solutions. Vendors include, Amelia,, Creative Virtual, EnaCOMM, Finn AI, Kasisto,, ServisBOT and TCS.