Akbank launches AI-powered voice virtual assistant for credit products

Akbank has launched a new AI-powered voice virtual assistant service to provide faster and more personalized support to its customers regarding payment processes for credit products.

The solution announced by the bank was developed using Agentic AI capabilities, natural language processing, and natural voice model technologies. The system can communicate with customers in real-time through a natural conversational flow, understand questions regarding payment processes, and provide information and guidance on suitable payment options.

The service, which Akbank introduced as one of the first in the sector, aims to evaluate alternatives based on customer needs during the payment processes for credit products and make the process more manageable. The ability to transfer the call to a live customer representative when necessary is also offered as part of the application.

EMPHASIS ON TECHNOLOGY THAT STRENGTHENS HUMAN CONTACT

Akbank Executive Vice President of Credit Monitoring and Collection Çetin Düz stated in his assessment of the new application that the bank's primary priority is to support customers with alternative payment solutions at the moment they need them.

“Our voice virtual assistant, which possesses Agentic AI capabilities, offers the appropriate payment alternative that our customers need through the conversation held. At the same time, we position technology not as a replacement for human contact, but as an element that strengthens it.”

Düz stated that in cases where it is needed, customers can continue to receive support by being directed to live representatives. Noting that they see the value of AI investments in making the customer experience more accessible, simple, and predictive, Düz noted that they will continue to offer more proactive and personalized support in payment solutions.

Akbank aims to continue investing in next-generation technologies, particularly Agentic systems and generative AI, to develop digital solutions that add value to its customers' daily financial transactions.

News Source: 12punto