Innovation and security in banking customer care

Banking customer care is undergoing a momentous transformation driven by artificial intelligence and emerging technologies. Modern financial institutions can no longer limit themselves to providing traditional services, but must integrate innovative solutions that ensure operational efficiency, advanced security and personalization of the customer experience. In a context where 66 percent of Italian banking customers use digital channels for financial transactions, according to theMilan Polytechnic’s Fintech Observatory., the quality of customer care becomes a crucial competitive factor. The adoption of AI-driven technologies in customer service can increase efficiency by up to 30 percent, completely revolutionizing customer care and support processes.

The digital revolution in banking customer service

Theevolution of banking customer care represents one of the most significant aspects of the digital transformation in the financial sector. Banks are moving away from traditional care models and embracing integrated technology ecosystems that combine conversational chatbots, intelligent virtual assistants and omnichannel platforms. This transformation is not limited to the simple digitization of existing processes, but completely redefines the approach to customer relationship management. The ability to provide 24/7 support, answer complex queries in real time, and anticipate customer needs through predictive analytics is becoming the new industry standard. The integration of technologies such as Natural Language Processing (NLP) and Machine Learning enables increasingly accurate and personalized answers.

Intelligent communication channels and omnichannel

Modern banking customer care systems implement omnichannel architectures that provide continuity in the customer experience across all available touchpoints. This integration allows for:

• Synchronize conversations between web chat, mobile app and traditional contact center
• Maintain persistence of data and conversational context
• Implement intelligent routing of requests based on specific expertise
• Providing seamless escalation between virtual agents and human operators

Advanced service customization

The use of behavioral profiling algorithms enables banks to segment customers and offer personalized experiences. Advanced systems analyze transactional patterns, communication preferences, and interaction history to:

• Adapt the language and tone of communications
• Suggest relevant products and services during interactions
• Optimize response time based on customer priority
• Implement security protocols differentiated by risk profile

Security and compliance in digital customer care

Cybersecurity in banking customer care is a top priority, considering that cyber attacks on financial institutions in 2023 were categorized as “critical” in 38 percent of cases. The implementation of biometric authentication protocols, end-to-end encryption, and real-time fraud detection systems becomes essential to protect customer interactions. Modern solutions integrate identity verification technologies that use facial recognition, voice analysis and behavioral patterns to ensure the authenticity of requests. Compliance with GDPR, PSD2 and future DORA regulations requires the implementation of specific governance frameworks that ensure transparency, auditability and control over the data processed. The adoption of Zero Trust Architecture in customer care systems ensures that every interaction is verified and authorized according to principles of least privilege.

Risk management in digital interactions

Advanced risk management systems in customer care implement dynamic scoring algorithms that assess in real time the level of risk associated with each interaction:

• Behavioral analytics to identify anomalies in usage patterns
• Transaction monitoring integrated with customer service systems
• Real-time fraud scoring during service sessions
• Automated compliance checking for sensitive operations

Advanced authentication technologies

The evolution toward secure digital credentials such as SPID, CIE and the future EUDI Wallet is redefining authentication processes in banking customer care:

• Integration with Certified Digital Identity Providers
• Implementation of Multi-Factor Authentication (MFA) seamless
• Using biometric authentication for high-value transactions
• Adoption of blockchain-based identity verification for enhanced security

AI INGO solutions for the banking industry

INGO develops proprietary solutions based on artificial intelligence and intelligent automation for banking customer care. INGO’s technology platform integrates Large Language Models (LLMs) customized specifically for the financial domain, ensuring contextual understanding of banking requests and ability to handle complex scenarios. The INGO automation solutions radically transform the operational efficiency of banking customer care through the implementation of Agentic Process Automation (APA).

Technology architecture

The INGO platform is designed on an architecture that guarantees:

• Elastic scalability to handle traffic peaks during critical events
• High availability with 99.9% guaranteed SLAs
• Secure multi-tenancy to support multiple institutions simultaneously
• API-first approach for seamless integrations with existing banking ecosystems
• Containerization for rapid deployments and zero-downtime updates

Specialized AI models for banking

INGO develops domain-specific artificial intelligence models optimized for banking:

• Financial NLP models trained on banking terminology and regulation
• Specialized sentiment analysis to detect financial stress and urgency
• Intent recognition with highly profiled accuracy on banking use cases
• Knowledge graphs that map banking products, services, and procedures
• Multilingual support to support international clientele

Future prospects and emerging innovations

Theevolution of banking customer care is heading toward increasingly sophisticated paradigms that integrate emerging technologies such as quantum computing, extended reality (XR), and edge AI. The convergence of Web3 technologies, decentralized identity, and traditional customer care will create unprecedented opportunities for innovative financial services. Banks that are able to adopt these emerging technologies first, supported by strategic technology partners such as INGO, will gain sustainable competitive advantages in the medium to long term, completely redefining the standards of excellence in banking customer care.