Garanti BBVA has enhanced its mobile banking assistant Ugi using GenAI, enabling more personalized and intuitive support millions of users.
Garanti BBVA has enhanced its mobile banking assistant Ugi using GenAI, enabling more personalized and intuitive support for over five million users. The bank’s AI-powered assistant now understands conversational context. Allowing for fluid interactions and proactive assistance. Ugi can handle card applications, payments, password resets, and fund transfers, offering solutions based on users’ needs in real time. It also learns continuously from user behavior, improving with each interaction.
Ugi’s GenAI capabilities are built on large language models, giving the assistant a more human tone and deeper understanding of intent. This results in a conversational experience that mimics a real financial advisor. Garanti BBVA is now expanding Ugi’s scope to cover more services, aiming to make digital banking seamless and human-like.
Beyond customer service, Garanti BBVA applies GenAI internally to automate repetitive tasks like scanning documents, extracting data, and summarizing reports. This shift frees up employees to focus on strategic and creative work in departments like fraud detection, pricing, and marketing. According to EVP Ceren Acer Kezik, GenAI is not just a tool but a transformative layer enhancing every part of the banking journey.