Last week, this year’s European Financial Congress took place in Sopot. At the cashless.pl studio in Sopot, set up for the occasion, we welcomed guests, including Grzegorz Chudek, Managing Director at Accenture. We spoke with him about, amongst other things, the development and applications of artificial intelligence in banks in Poland.

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From the comments made by the Accenture representative, it can be inferred that the financial sector in Poland is in the early stages of implementing artificial intelligence. Most banks, for example, have successfully implemented AI solutions, but these are usually small-scale projects that cover only a fraction of a given process. However, there is still a lack of examples of solutions built from start to finish using AI technology.

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Grzegorz Chudek also believes that the development of artificial intelligence will continue to bring about changes in customer service. We will increasingly encounter AI-powered customer service in call centers and via chat. If artificial intelligence is implemented correctly in these areas, customers will be satisfied, as it will reduce waiting times for most issues to be resolved. At the same time, cost pressures will mean that human service will increasingly be reserved for VIP customers.