Bankia S A : Bianka, Bankia’s conversational assistant, has dealt with over one million customer enquiries

• Based on advanced artificial intelligence, it allows users to pose queries and perform operations using voice and text, with natural language
• Bankia's conversational assistant can resolve operations with a single phrase, from which it will extract all the necessary information
• The director of Bankia Mobile, Luis de Mena, explained that 'Bianka is a tool that optimises our customers' experience in their interaction with the bank'

Bianka, the conversational assistant that Bankia has made available to its customers through the bank's app, has exceeded one million queries since it was launched almost a year ago, at the end of February 2020.

Based on advanced artificial intelligence and machine learning techniques, Bianka allows users to make enquiries and perform operations via voice and text, using natural language. The assistant, developed with Amelia technology, can resolve operations with a single phrase, from which it will extract all the necessary information: 'I want to transfer 350 euros to Diego González with the concept January rent'.

If the customer has registered their favourite beneficiaries, Bianka will handle the entire process, identifying the data necessary to make the transfer and, before sending it, will show a summary of the order. If necessary, Bianka will request the additional data that may be required to complete the operation by conversing with the customer. For example, if Bianka is unsure about which contact it should use, it will ask or show a list of the most similar contacts.

Bianka's features include its availability every day of the year and at any time, that it establishes direct communication in real time, its rapid response time and its resolution capacity.

The director of Bankia Mobile, Luis de Mena, explained that 'Bianka is a tool that optimises our customers' experience in their interaction with the bank. Thanks to artificial intelligence, customers can perform standard banking operations using their voice through Bianka, which understands their requests and provides a voice response'.

The assistant is integrated into the Bankia app and any customer can access it via the main menu. This tool is available for both Android and iOS operating systems.