Major banks deploy AI chatbots built on large language models that handle millions of customer inquiries monthly across digital channels — resolving the majority without human agent involvement. The chatbot handles account queries, product information, complaint triage, and service requests at scale, with Gemini models enhancing context understanding and resolution quality.
Commerzbank deployed Bene — built with Customer Engagement Suite, now enhanced with Gemini — handling over 2 million chats and successfully resolving 70% of all inquiries. Demonstrates that major European bank AI customer service at scale is in production.
Customer Engagement Suite; Gemini models; Dialogflow for conversation management; core banking system integration for account data; escalation workflow to human agents.