From the chatbots to the generative AI: Argentine banks are prepared for the future

• 31% of banks renew digital channels to optimize user experience.

• 22% aims to be a completely digital bank.

• 18% seek to expand the functionalities of their digital platforms.

• 12% focuses on increasing sales of digital products.

• 7% aims to reduce operating costs, and only 6% explore new models through Open Banking.

In the same analysis, They point out that in 2023 the main challenge was the lack of infrastructure. However, currently the innovation area of ​​Argentine banks, for example, is increasingly important to hiring specialists and designing specific areas responsible for that transformation.

What do Argentine banks think about AI and what impact they foresee

In consultation with ScopeAtilio Lucarelli, Head of Data Transformion & Engineering of BBVA in ArgentinaHe revealed that predictive artificial intelligence has already been part of the labor ecosystem for years, with the incorporation of profiles such as mathematicians, actuaries, physical and engineers. With the arrival of the generative AI, he explained, specialists in Cloud infrastructure and Ai & Machine Learning Engineering were added. “Our approach was not to replace people, but to enhance their abilities. AI allows us to be more efficient and generate more value with the same teams,” they explained from the entity.

Currently, all BBVA employees have access to GeminiGoogle’s generative AI tool, while selected profiles use Chatgpt Enterprise. Its implementation is already observed in attendees for the commercialization of products, internal support and software co -drivers that speed up the programming. For customers, this translates into faster and more personalized services, with chat improvements and proactive attention in digital channels.

For its part, Supervielle Advance with the integration of artificial intelligence with a clear focus: optimize the customer experience in all contact points. In channels such as WhatsApp, the entity began with conversational models based on menus and, on that basis, incorporated generative. “The most transformative is on the horizon: the incorporation of the contextual, capable not only of interpreting what the client asks, but also of understanding his profile, his history and his needs. This evolution will allow us Supervielle, Gustavo Manríquez.

In Galicia Financial Group They noted that the use of artificial intelligence “is not new” for the organization. However, they warned that with the generative AI “new very relevant possibilities appear to continue improving the experience of our clients.” In that line, they stressed that the entire technological stack of the entity is designed to “simplify processes, give more agile and clear answers.”

“We are very careful with each innovation: we dedicate time to test and choose those use cases that really generate impact,” they explained from the entity. A concrete example is Galathe virtual assistant of Galicia, who is being enhanced with generative capabilities. “Thanks to that, it expands its coverage, improves the understanding of natural language and offers more complete and higher quality responses, always backed by knowledge bases validated by internal teams,” they revealed.

Also Columbia Bank Bet on artificial intelligence to strengthen customer service. Your strategy is supported by Chatbots and virtual assistants Able to provide quick and precise answers, guarantee access to 24 -hour services, solve problems agilely, reduce waiting times and, ultimately, raise customer satisfaction.

“The banking entity performs a joint work with AIVO, a company specialized in customer service through artificial intelligence, which collaborates in the implementation of these technological tools,” they added.

Finally, a public bank like the Province Bank He also commented to the scope that advances in the use of artificial intelligence, although with a different approach. The entity presented PBA pulsean indicator that, through AI models, anticipates the evolution of economic activity in the following weeks. In addition, they reported that they are developing intelligent agents that allow optimizing the consultation of customer information for commercial campaigns and even alert executives when new companies are created in the area of ​​influence.

A paradigm shift in the financial sector

The incorporation of artificial intelligence in Argentine banking is, for now, focused mainly on the Customer link: Improve attention, expedite processes and offer more personalized experiences. However, the real challenge is played Inside doors: get teams to adopt a Digital mentality that incorporates AI in all areas of the business.

In the face of the next ten years, the sector agrees that the great commitment will be to move towards a increasingly personalized artificial intelligencecapable of adapting to the specific needs of each client and radically transform the financial experience.

An example was recently presented by a company dedicated to accompanying this process of adaptation in the banks, in dialogue with scope. He described the future in a simple scene: Martín, 31, resident in the province of Buenos Aires and employed in a dependency relationship, navigates in his homebanking in search of a mortgage loan for his first home. It remains more than six minutes in the fees section. Soon, the bank, who already knows his credit history, his level of income and his behavior as a debtor, will automatically offer a proposal adapted to his profile. Martín must only compare and decide whether or not he takes the offer. That is the future.

In parallel, the Neobancos continue to expand and adding customers with 100% digital proposals, marking a path in which traditional banks They can no longer afford to be lagging. Ulá consolidates its prominence by expanding its services ecosystem, while Payment marketone of the main competitors, took a key step by announcing that he will ask for a bank license, subject to the approval of the Central Bank. To the competition are also added Alycswith cases such as Capital coconutswhich seeks a license to operate with your own digital bank.

Other Neobancos such as Reba, Brubank and Banco del Sol advance with differentiated models, reinforcing the idea that the Argentine financial system is going through a unprecedented transformationwhere competition is defined in the digital ecosystemwith the Agility, innovation and user experience as main competitive advantages.

The growth potential of financial entities is huge, but so is the challenge: Customize products and services tailored to each customer to sustain relevance in an increasingly dynamic market.