İşbank named Central and Eastern Europe’s best digital bank

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The prestigious Awards for Excellence by Euromoney, one of the most reputable international publications in the field of finance and banking, were presented at a ceremony in London. Deputy CEO Sezgin Lüle accepted the award on behalf of İşbank.  

In his statement regarding the award, Lüle highlighted two key pillars that made up İşbank's vision of becoming the Bank of the Future as “designing the best experience for uninterrupted and tailored user journeys supported by new technologies" and “offering hyper-personalized digital products and services to customers on both internal and external platforms". Lüle said, "The momentum in digitalization encourages us to set the bar higher and higher. We meet the changing needs of our customers, whose expectations are increasing, with innovative products that save them time and offer quick solutions." Lüle stated that traditional banking, where financial services can only be obtained through bank channels, was replaced by the 'banking everywhere' model and noted that service model banking, where banks offer financial services through different platforms, would become a new channel in the medium term. 

"6 million customers interact with İşCep'le Hayatım"

Emphasizing that 4 out of every 5 transactions at İşbank were made through İşCep, Lüle shared the following information:

"İşCep is visited 23.5 million times a day by over 6 million users. The share of İşCep in all channels including branches is 78%. Moreover, in line with our super app strategy, we do not limit İşCep to banking transactions but also engage it with the lives of our customers through partnerships offering services beyond banking. We facilitate the daily lives of customers with services ranging from vehicle and real estate valuation to repairs, buying airline tickets and grocery shopping. Today, 6 million customers interact with İşCep'le Hayatım."

Almost 110 million conversations with Maxi in a year

Lüle pointed out that the technology which would transform banking the most in the coming period would be digital assistants that were able to understand the needs of customers, guide the process and offer solutions.

"We are working to get ready for the AI-led transformation. By integrating generative AI technologies, we are making Maxi, our personal assistant, more intelligent, contextual and closer to human-like interaction. Maxi reached 2.5 million monthly users and established almost 110 million conversations in a year. The volume of monetary transactions through Maxi stood at TL 55 billion. We also launched 2 new assistants on İşCep to equip Maxi with generative AI competencies. While Maxi Investment Assistant answers users' investment-related queries such as daily market summary, stock prices, FX and gold prices, İş Investment buy/sell recommendations for stocks and balance sheet items of stocks, Maxi Welcome Assistant can answer questions about our Bank's products and services in a context-appropriate and natural language through generative AI."

Lüle also stated that they had already launched payment system applications making a direct daily life impact. "We have made it possible to use a digital card instead of a physical one to make QR code payments and contactless payments as well as enabling the use of points and shopping in installments. In addition, by not limiting contactless payment to credit card users, we enabled a wider customer base to benefit from this technology. Our customers can pay securely and seamlessly via their Android mobile devices or wearable technologies, without the need to carry a physical card. Through the face payment technology, a first in our country, we made it possible to make fast, contactless and password-free payments via solely biometric verification. Such innovation not only contributes to our sustainability goals but also encourages digital usage habits and serves our goal of creating long-term value in line with our responsible banking approach."