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Biuro prasowe PKO Banku Polskiego

PKO Bank Polski press office

PKO Bank Polski has created an Additional Services Platform to accelerate the development of Value-Added Services (VAS) in the IKO mobile application and iPKO online portal. The use of cloud technology enables digital service providers and startups to easily connect to the bank's systems and offer their services to the bank's customers. This project is the result of collaboration with Accenture, the technological partner of PKO Group. The platform is an integration solution based on Google Cloud. An important component is the API area, which facilitates communication with providers in sales and post-sales processes.Cloud technologies, alongside artificial intelligence and data utilization, are at the core of our bank's technological development. We use the cloud wherever it allows us to enhance the customer experience and create new value for them. PKO Bank Polski's Additional Services Platform is another project within our Road to Cloud strategy. This solution will change our model of cooperation with external digital service providers and enable even faster and more efficient development of VAS in the IKO mobile app and iPKO online portal&nbsp;- says Artur Kurcweil, Vice President of the Management Board of PKO Bank Polski, responsible for technology.PKO Bank Polski's Additional Services Platform is an integration solution that ensures secure and reliable connectivity between the bank's systems and external service providers. The latest architectural solutions were employed in its construction, which reduce maintenance costs and enable further development. By using containerized microservices and processing localization in the public cloud of Google Cloud Platform, the system achieved excellent scalability results, confirmed by performance tests.We provided comprehensive support to PKO Bank Polski at every stage of implementation, from analysis and preparation of the functional project, through architecture development and implementation work, to system maintenance during the stabilization period. I am pleased that once again we had the opportunity to implement an advanced technological project for PKO Bank Polski, which opens up new opportunities for the bank's customers and enhances the convenience and flexibility of integration for its partners&nbsp;- says Grzegorz Chudek, Managing Director, Cloud First Lead, Accenture in Poland.An important element of the integration platform is the API area, which serves for communication with providers in sales and post-sales processes. Thanks to the use of a unified set of services and flexible parameterization of products and interfaces, adding new providers and expanding the range of added services does not require any programming changes on the PKO Group's side and can be carried out at the configuration level. Automation of settlements with providers and dynamic scaling of cloud infrastructure allow for a significant reduction in time to market, lower operational costs, and minimal infrastructure expenditures necessary for system maintenance.PKO's Additional Services Platform is not the bank's first initiative created in collaboration with Accenture. In recent years, PKO Bank Polski has implemented a number of innovative projects with the support of Accenture, including the introduction of the SAP Success Factors platform for modern HR and payroll processes for 23,000 employees, and the deployment of MS Teams on 10,000 computers and 3,000 phones, enabling remote work for the bank's employees. About PKO Bank PolskiPKO Bank Polski is a leader in the Polish banking sector, pioneering the implementation of innovative technologies and solutions that enable customers to easily and conveniently access banking services. Its mission is to shape the future of digital banking, providing high-quality services and products that meet the needs and expectations of modern customers. About AccentureAccenture is a leading global company that provides professional services to world-leading businesses, governmental organizations, and non-governmental organizations. Accenture supports them in digitization, optimizing operations, increasing profitability, and conducting pro-social activities, delivering scalable, fast, and measurable results. With 738,000 employees serving customers in more than 120 countries, Accenture leverages its expertise and innovation to combine a wide range of technological skills with in-depth knowledge of various industries and a global reach. Through a unique combination of a wide range of services, solutions, and assets in Strategy &amp;amp; Consulting, Technology, Operations, Industry X, and Accenture Song, the company delivers measurable benefits. This potential, combined with the culture of sharing achievements and creating value in the 360° domain, allows us to support customers on their way to their goal and to build long-lasting business relationships based on trust. The 360° value that we create for our customers, our organization, shareholders, partners, and communities is the measure of our success. Visit us at <a target="_blank" href="http://www.accenture.com">www.accenture.com</a>.

Innovative Additional Services Platform of PKO Bank Polski Created in Collaboration with Accenture Using Google Cloud Technology

Artificial intelligence is finding increasingly broad applications in PKO Bank Polski. It is used in customer service, internal processes, risk assessment, and CRM. AI makes it easier for customers to use banking services and allows for the preparation of the best offers for them. It supports bank employees in their daily work by handling simple and time-consuming tasks for them. It contributes to efficiency improvements and enhances security in various areas of the bank's operation.The most well-known AI solutions at PKO Bank Polski are voice bots, including the voice assistant in the IKO app, which helps customers use banking services. Customers can speak to it or communicate in natural language, just as they would with a human. It can, for example, facilitate fund transfers, provide BLIK codes, adjust card limits, or block cards. When a customer inquires about their expenses, the assistant helps analyze them through clear charts, and if they wish to exchange currency, it directs them to a currency exchange. Currently, it understands over 320 conversation topics and has already been used by over a million bank customers.In total, PKO Bank Polski has 16 bots that perform tasks in various areas. They understand human speech, make calls to customers, or support them on the bank's helpline. Depending on the topic of the conversation, they help resolve issues or redirect to the appropriate consultant. They also assess the level of customer satisfaction with service or their inclination toward a sales conversation, enabling bank employees to contact only those who are genuinely interested in a particular offer. They can also verify the customer's identity, protecting them from potential fraud. If a bot detects a suspicious transaction, it calls the customer to verify whether they indeed initiated such an instruction.The bank continually seeks new AI applications to enhance its services. It has solutions that can read and classify customer letters and emails, or automatically categorize thousands of customer opinions about the IKO app and bank branches. These are just some of the applications of AI at PKO Bank Polski, and the models used for these tasks are constantly being developed and learning new activities.At PKO Bank Polski, we extensively employ machine learning models, including deep learning, which have been trained by the bank's experts. This approach gives us great flexibility, allowing us to continuously develop and build knowledge. We have extensive experience in natural language processing, computer vision, and other AI areas. Using this knowledge, we create more advanced technological models tailored to specific business needs. Through artificial intelligence, we provide customers with access to the most advanced banking services on the market, and we offer real support to bank employees in their daily tasks. AI-based solutions are becoming increasingly common in the banking sector as they meet the needs of the new digital generations of customers. Their significance will continue to grow and have an even more substantial impact on market development. Bots and machine learning models are continually being improved, so they can do even more,"- says Dawid Kin, Director of the Artificial Intelligence Development Office at PKO Bank Polski.Machine Learning in Risk AssessmentMachine learning has long been used by the bank in risk assessment processes. Advanced machine learning models for risk assessment, forecasting various phenomena, and customer behavior are created based on vast data from various sources. Currently, the bank is developing a Data Advanced Analytics Platform (MLOps, Machine Learning Operations), which allows analysts to build advanced and appropriately optimized models using Google cloud solutions.PKO Bank Polski's MLOps platform is currently the most advanced tool of its kind in the Polish banking sector. This cloud-based solution streamlines the deployment and management of a range of machine learning models in the production environment while ensuring their quality. It serves as a model factory that enables bank analysts to select and apply the most efficient model for a given case. The bank aims to have up to 90% of risk assessment processes automated through artificial intelligence eventually. "Big Data and Advanced Analytics in SalesMachine learning models in PKO Bank Polski also play a crucial role in supporting sales processes. Advanced predictive models based on machine learning algorithms are now an essential part of supporting the sales of banking products and services in the context of CRM activities. They allow for the preparation of product recommendations or personalized offers for customers, minimizing the risk of misselling—proposing financial services to customers that do not meet their needs. Thanks to the accumulated data, the bank optimizes the method, timing, and contact channel depending on the customer's level of digitization while maintaining omnichannel principles. There are many areas in which machine learning/AI can support current activities in the bank. We strongly focus on the Advanced Data Analytics Platform launched a few months ago, also known as ML Ops, which is the foundation for the implementation of new initiatives. This is an area that will undoubtedly continue to grow dynamically within the bank," says Jacek Kuban, Director of the Big Data Department at PKO Bank Polski. ***PKO Bank Polski is the undisputed leader of the Polish banking sector, with the value of its assets amounting to PLN 431 billion. In 2022, the bank generated PLN 3.3 billion in net profit. The company serves 11.7 million customers. It is the basic supplier of financial services for all customer segments, achieving the highest shares in the market of deposits, loans and in the market of private investment funds. Thanks to the development of digital tools, including the IKO application, which is actively used by 7.2 million customers, PKO Bank Polski is the most mobile bank in Poland.

Artificial Intelligence Supports Customers and Employees of PKO Bank Polski

The cloud-based mobile app is the first of its kind in PKO Bank Polski and a pioneering tool on the market. It provides bank customer advisors and sales managers with access to selected internal organization resources necessary for their daily tasks.With this new app, employees can access the information they need to carry out their responsibilities from their company smartphones, regardless of their location or the time. It also allows the use of internal bank applications, previously only accessible from computers, and provides access to essential functions in a straightforward and quick manner, such as creating bookmarks customized to employee needs. Simultaneously, it ensures the highest security standards. The new tool is available for PKO Bank Polski's customer advisors and sales managers who have appropriately configured company smartphones, including the Android 11 operating system or higher. The app's features are tailored to the users' needs and were discussed with them beforehand.For many years, PKO Bank Polski has been a technological leader, providing customers with modern and advanced banking products. We also use our technological expertise within the organization, and with modern solutions, we aim to improve the working comfort of our employees. This mobile app is the first multi-functional internal app in PKO BP, which will eventually provide sales employees with access to all essential resources, such as CRM, intranet, or helpdesk. Thanks to it, our advisors and sales managers can communicate more efficiently and carry out their daily duties more effectively. This new solution is also our response to the changing needs of the younger generations of employees for whom a smartphone is a natural working tool. We assume that by the end of the year, all branch employees will use this application. I am convinced that the app will gain many enthusiasts in other bank units, and the number of its users will increase, just like the number of new app features that we are already working on,"- says Katarzyna Dziwulska, Director of Retail Sales at PKO Bank Polski.Cloud Technology ApplicationThe app was implemented using Google Cloud Platform infrastructure, which ensures flexibility, security, and cost-effectiveness. The cloud technology employed allows for the creation and integration of new services according to business needs. It also enables appropriate scaling, especially when new services are added rapidly."The mobile app using cloud technology is another element of the bank's cloud strategy called 'Road to Cloud.' We continuously enhance our cloud computing competencies within the bank to migrate more of our products and solutions to the cloud. This allows us access to a more flexible, quickly adaptable, and easily scalable IT environment. We also want to use this experience in creating in-house applications to ensure that solutions supporting our work are reliable and fully secure. The employee app is also, alongside IKO, another step towards creating super apps in the form of multi-functional mobile applications. Such applications have long been popular in the Asian market. Their development will soon be observed in European countries, including Poland, where already 3/4 of citizens use smartphones,"- explains Piotr Krawczyk, Director of Application Development and Maintenance at PKO Bank Polski.The mobile app is a tool that will initiate a new model of communication within the bank, utilizing features like push notifications and a modern, engaging form of education. In the future, it will be expanded with additional solutions tailored to user needs. ***PKO Bank Polski is the undisputed leader of the Polish banking sector, with the value of its assets amounting to PLN 431 billion. In 2022, the bank generated PLN 3.3 billion in net profit. The company serves 11.7 million customers. It is the basic supplier of financial services for all customer segments, achieving the highest shares in the market of deposits, loans and in the market of private investment funds. Thanks to the development of digital tools, including the IKO application, which is actively used by 7.2 million customers, PKO Bank Polski is the most mobile bank in Poland.

Products

Innovative Additional Services Platform of PKO Bank Polski Created in Collaboration with Accenture Using Google Cloud Technology

Artificial Intelligence Supports Customers and Employees of PKO Bank Polski

PKO Bank Polski Provides Innovative Cloud-Based Mobile App to Its Sales Network Employees