GenAI powers Garanti BBVA Mobile, delivering hyper-personalized banking for nearly 18 million users across Türkiye.
Garanti BBVA has positioned GenAI at the core of its digital banking strategy. The bank faced a clear challenge. Customer expectations for speed, personalization, and proactive service were rising faster than traditional digital tools could deliver. GenAI enabled Garanti BBVA to transform static mobile banking into an adaptive, conversational experience that integrates seamlessly into daily financial routines across Türkiye.
The redesigned Garanti BBVA Mobile app uses GenAI to analyze spending behavior, budget cycles, and transaction patterns. This intelligence powers personalized recommendations, reminders, and financing suggestions. Customers receive proactive insights instead of manual searches. AI-driven summaries of missed transactions and contextual services, including travel and subscriptions, reduce cognitive load and decision friction for users.
At the center of this transformation is Ugi, the bank’s GenAI assistant. Unlike rule-based chatbots, Ugi anticipates customer needs using contextual banking data. It accelerates transactions, prevents common issues, and resolves requests conversationally. In 2025, Ugi supported over seven million customers across more than 70 million interactions, demonstrating GenAI’s ability to operate reliably at national banking scale.
GenAI also delivers operational efficiency behind the scenes. Garanti BBVA runs more than 900 AI models supporting document processing, information extraction, and workflow automation. These systems reduce manual effort while improving accuracy and compliance. By combining human oversight with GenAI-driven automation, the bank scaled digital transactions to 99 percent and digital product sales to 86 percent, setting a new benchmark for AI-first banking in the region.
This case matters because it shows GenAI moving from a front-end feature to a strategic platform shaping how digital banking operates at scale. Beyond Garanti BBVA, it reflects a broader financial services challenge: meeting rising expectations for personalization. And also proactive service without increasing operational complexity or risk. The case represents the enterprise problem of turning vast, regulated data into real-time, trusted customer experiences. By embedding GenAI across customer interaction and back-office workflows, banks can scale personalization. As well as improve efficiency, and maintain compliance, transforming digital channels from transactional tools into intelligent financial companions.
