Customer story · BankingThe AI assistant that makes banking faster: in your own words, not through menus.
UGI is Garanti BBVA's AI virtual assistant, built on CBOT Platform. Inside the Garanti BBVA Mobile app, and on WhatsApp and Messenger, UGI understands customers' everyday banking questions and completes real transactions, from checking a card balance to sending money.
Garanti BBVA, one of Turkey's largest private banks and a long-standing technology leader, partnered with CBOT to redesign its virtual assistant UGI on CBOT Platform. Powered by natural language processing and CBOT Fusion, its no-code integration layer, UGI understands what customers ask in their own words and carries out real banking tasks across the bank's mobile app and messaging channels.
Garanti BBVA wanted customers to complete banking in their own words, across the mobile app and messaging channels, instead of navigating menus, and to keep improving the experience over time.
The bank wanted customers to reach products and services in their own words, without navigating menus.
Customers expected seamless service whenever, wherever and through whichever channel they preferred.
Answering questions wasn't enough; real transactions had to be completed, from checking a balance to sending money.
UGI first launched in 2016; growing expectations called for a stronger understanding engine and a structure the bank could improve itself.
Garanti BBVA partnered with CBOT to redesign its virtual assistant UGI on CBOT Platform, with natural language processing and CBOT Fusion for no-code integrations. UGI understands everyday requests and completes real banking transactions, and the bank maintains it with no-code tools.
The CBOT team redesigned UGI on CBOT Platform; with natural language processing it understands what customers ask in their own words.
CBOT Fusion, a no-code integration module, let system-connected journeys be built without code, so UGI completes real transactions.
Today Garanti BBVA maintains and improves UGI itself, using CBOT Platform's no-code tools.
UGI is connected to the bank's systems through CBOT Fusion; on the mobile app, WhatsApp and Messenger it understands questions and completes real transactions.
UGI brought together an experience where customers bank in their own words and complete real transactions, from checking a balance to sending money, across the mobile app, WhatsApp and Messenger.
Garanti BBVA continues to use the same platform enterprise-wide, running assistants on WhatsApp Business and Messenger and building employee-facing bots that improve efficiency.
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