The customer experience throughout the Group is improved by the continuous integration of several technological innovations. Hello bank! is now offering its clients the latest version of its virtual assistant HelloïZ, enhanced with generative AI. With improved contextualisation and more precise responses, the need to systematically contact customer service (Hello Team) is avoided. Already conversational, HelloïZ will evolve to include transactional capabilities.
Meanwhile, BNP Paribas Personal Finance continues to transform its credit application journey to enhance its simplicity, fluidity and transparency. In 2025, a key step was taken in modernising application review and decision-making processes, supported by the industrialisation of the use of certified data. This dynamic is part of a long-term trajectory across all markets aimed at offering an application experience that is more integrated, digitised and compliant with regulatory developments.
Floa’s new application brings together its entire range of payment and credit facilities to help its clients better manage their budget. In just a few weeks, the application, featuring its conversational agent “Eva”, was downloaded over a million times.
Lastly, alongside the Consorsbank app, which was completely redesigned in 2024 around payments and savings, our German Bank launched its Pro app in 2025. Dedicated to trading activities, the app allows its individual customers to carry out their transactions faster and more efficiently. Consequently, Consorsbank has consolidated its position as a premium digital bank in Germany.
“Artificial intelligence is a powerful driver to further improve our customers’ experience. We are developing virtual assistants that can answer their questions and perform transactions on their behalf 24/7. They allow users who are accustomed to using voice commands in their daily lives to interact with the mobile app using everyday language. This complementary channel is ideally suited to changing usage patterns.”