PKO Bank Polski is increasingly using AI

ChatGPT already has 800 million weekly active users. However, the applications of this technology go beyond just answering questions. PKO Bank Polski has already implemented many AI implementations that bring real benefits to both customers and employees.

Voicebots – millions of conversations, millions of benefits

The most visible example of implementation are voicebots, which have already conducted over 70 million conversations with over 11 million customers. The total time of these interactions exceeded one million hours. Today, PKO Bank Polski has 17 conversational bots that automate customer service, eliminate repetitive tasks and increase the availability of services.

Voicebots do more than just answer phones – they remind you about arrears, conduct surveys, examine the willingness to buy products and protect customers’ finances.

The IKO application also includes a voice assistant that makes transfers, analyzes expenses and manages personal finances. Customers have already asked him 18 million times about their expenses and savings.

Semantic search engine – AI in the service of knowledge

PKO Bank Polski created and implemented an internal semantic search engine – szukAI. It works like ChatGPT and searches bank document collections. The user enters a question and the system responds in natural language, providing specific sources. This solution minimizes factual errors and significantly reduces the time needed to search for information.

Over 700 employees already use this application, and other teams – including: ensuring transaction security, Contact Center or corporate advisors – receive versions tailored to their needs. Each of these departments in the bank confirms that AI really supports and facilitates the work of employees.

PKO Bank Polski on the global AI map – original model on Hugging Face

PKO Bank Polski was the first bank in Poland to join the Hugging Face platform, which brings together AI creators and users from around the world.

There, the bank made available its own RoBERT representative model, capable of analyzing documents up to 15 A4 pages long – a unique solution on the Polish market.

The model, which was created in cooperation with the Information Processing Center – National Research Institute, is cheaper to maintain and often outperforms popular generative systems such as GPT. Making it available in open access is an expression of the commitment of the largest Polish bank to the development of Polish technologies and supporting the AI ​​market.

Copilot – an intelligent assistant for bank employees

The bank is also testing Microsoft Copilot – an assistant based on the GPT-5 model that integrates with the Microsoft ecosystem. Copilot can create documents, analyze data, prepare presentations, generate summaries and support communication.

The second stage of testing is currently underway, involving 1,500 people. Soon, all employees – over 21,000 people – will use the tool. Copilot is very universal, and its versatility should significantly increase the efficiency and comfort of operation.

AI for developers – Programmer’s assistant

In the IT area, the bank has implemented Programmer’s Assistant – an intelligent tool that supports developers in their daily work. It works as a plug-in for the development environment or in the web version and allows automatic completion of code fragments in real time.

The solution is already used by over 1,000 developers in the bank, who thanks to it can work faster, with fewer errors and greater efficiency.

PKO Prosto – AI simplifies the language of communication

As part of the PKO Prosto initiative, the bank has developed an original application that analyzes content, e.g. documents, regulations, contracts, product descriptions, in terms of their understandability.

The algorithm assesses the difficulty of the language on a scale from 1 to 6, indicates fragments that require simplification and suggests specific changes – from replacing complex words with simpler synonyms, through using personal forms instead of passive ones, to shortening sentences. All bank employees can use the application.

Document analysis – OCR and generative AI

Another application that has been launched in the bank and uses AI technology combines OCR technology with data extraction and a generative language model. The tool transforms scans of paper documents into their electronic equivalents and retains full formatting – tables, photos and content layout. The user can ask questions to the model, which “knows” the content of the uploaded documents, which opens the way to quick information retrieval and process automation.

AI Competence Center – the power of change

The newly established AI Competence Center is intended to transform the bank into a technologically efficient organization for the 21st century.

PKO Bank Polski treats artificial intelligence as a key competence in building the bank of the future that will not only keep up with changes, but also co-create them.