Alior Bank: Dronn, The AI Agent
Celent Model Bank Award: Alior Bank: Dronn, The AI Agent
Winner of Celent Model Bank 2017 award for Emerging Technology for Consumers. Dronn is an intelligent virtual agent designed to communicate with customers verbally and guide them through a personalised conversation in a set of carefully selected use cases.
A bank in Poland implements Dronn, an intelligent virtual agent designed to communicate with customers verbally and guide them through a personalised conversation in a set of carefully selected use cases.
We believe that voice-based user interfaces powered by artificial intelligence engines will soon be an important channel for banks when serving their customers.
Alior Bank’s Dronn system combines a number of emerging technologies, such as artificial intelligence (AI), natural language processing (NLP), automatic voice recognition (ASR), semantic analysis and speech synthesis (Text to Speech – TTS) to deliver a virtual agent capable of engaging in a natural conversation with clients.
When voice interface is combined with voice biometrics, the customer can also be authenticated seamlessly. Alior Bank’s Dronn agent deployment is compatible with VoicePIN Voice Biometrics technology and the bank’s future plans include full integration of these systems and combining them into one, safe and user-friendly environment.
"Alior Bank has carefully selected a small number of simple use cases where the technology would be most effective. The results so far are impressive, and feedback from customers and employees has been positive," commented Zilvinas Bareisis, Senior Analyst in Celent's Banking practice. "Also, testing the technology on a small scale and demonstrating success early makes it easier to extend to more complex use cases."
Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].
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