By Kasturi Datta |
Latvia-based bank Citadele Banka is using a Microsoft Azure AI-powered agent and document intelligence platform to reduce service wait times and speed up monthly document processing.
Citadele Banka’s AI-powered agent Adele handles approximately 40 per cent of daily customer conversations. The agent retrieves data from over 3,500 sources and has reduced the average customer call wait time to under five seconds.
“Our AI-powered virtual assistant, Adele, has received very positive feedback from our customers,” said Vladislavs Keziks, head of the AI competence centre at Citadele Banka. “They like the fact that they can get an almost immediate answer to queries instead of waiting for a response from our call centre.”
The bank has developed other in-house AI-powered agents using Microsoft Azure to assist with technical support, HR-related queries, internal regulations and knowledge-building.
The bank is also using an AI-powered document intelligence platform to automate procedures for processing operational, legal, financial, insurance, identity and other documents. Since its implementation, the platform has cut processing times from three to five minutes per document to just five to fifteen seconds. This has enabled Citadele Banka to process 10,000 to 12,000 documents per month and quadruple monthly processing volumes over the past year.
“One of the biggest success stories for us is the AI-powered document intelligence platform,” said Keziks. “Break-even for each project or document type we implement is usually achieved in two to three months. Incredible.”
Total Adele usage has increased by 221 per cent since December 2024. Citadele Banka is planning to integrate the agent into its internet banking platform and leasing portal and introduce customer-specific personalisation.
Read the full case study at Microsoft Customer Stories