Commerzbank is ushering in a new era of customer service with the launch of Ava, a cutting-edge AI-powered avatar designed to engage private and small business customers through lifelike, conversational interactions. By combining generative AI and avatar technology, the German lender aims to offer a more humanized and intuitive banking experience.
Developed over an 18-month collaboration and powered by Microsoft Azure OpenAI Service, Ava uses advanced GPT models to understand and respond to natural language queries. The avatar is visually modelled after a professional actress, enhancing its relatability and emotional appeal during customer conversations.
Ava’s role is multifaceted. Customers can ask general banking questions or receive personalised recommendations based on their individual financial needs and account holdings. Ava is also equipped to perform direct banking functions such as ordering or blocking credit cards, adjusting card limits, and more—all seamlessly within the same conversation.
Thomas Schaufler, board member for private and small-business customers at Commerzbank, states, “Commerzbank is one of the first banks to combine generative AI and avatar technology in a customer application. With Ava, we’re setting a new benchmark for digital banking. Our goal is to make daily financial tasks faster, easier, and more customer-centric.”
While Ava is not intended to replace human advisors entirely, it acts as a frontline assistant for common requests, escalating complex queries to human agents at the customer centre when needed. The bank plans to expand Ava’s capabilities based on real-time user feedback.
Initially, Ava will communicate in German, with English language support expected in future versions—aligning with Commerzbank’s broader ambition to modernize its customer experience across diverse demographics.
By merging AI with avatar technology, Commerzbank is placing itself at the forefront of innovation in digital banking, offering a glimpse into how human-AI interaction might shape the future of finance.