Banking on the go — digital yet customer-focused

Become invisible to the end customer offline or stand out digitally and stay in touch – in sales-driven banking, personal customer service provides a competitive advantage.
The right balance between personal and digital

As digital as necessary, as personal as necessary

The industry has changed in the last decade more than in the 100 years prior. A main feature of digitalisation in the finance industry is the loss of personal relationship between customers and their financial institutions. It becomes much more difficult to be a relationship banker when customers interact exclusively via a digital platform.


Previously typical customer touchpoints, such as branch visits and regular appointments with a personal bank advisor, are now a thing of the past. Small, regional branches are disappearing, and the ratio of staff to customers is dwindling. Fintechs are conquering the market. How do you do business in this competitive environment with an economic cost-benefit ratio?


Nowadays, financial institutions need a hybrid customer relations concept, ensuring that all the touchpoints preferred by customers or new customers are available. In doing so, they must create a balance between personal and digital contact.

Did you know?

  • At the end of 2020, 50% of consumers interacted with their bank or credit union via mobile apps or websites at least once a week, up from 32% in 2018.
    Source: Accenture
  • More than 97% of banks see digital ecosystems as being extremely relevant in terms of strategy for the German banking market over the next five years, while over 95% want to operate their own platform in five years, or be present on another platform.
    Source: PwC, 03/2022

How good customer service is revolutionising banking

Really get to know your customers

Leading financial institutions have long since gone digital, and good relationship banking is geared towards customer needs. It’s about connecting with customers where they are and accompanying them on their way.

novomind iAGENT: how we overcome challenges in the banking sector

All customer communication from a single source

The central omnichannel platform novomind iAGENT combines all digital touchpoints and makes it possible to gain important insights into customers. With us, all communication comes from a single source: novomind iAGENT maps the entire customer journey with a uniform, fully comprehensive history of contact.

Convenient channel switching for customers and consultants

Enquiries or requests for personal meetings are recorded and shared centrally. Switching channels is made as convenient as possible — including for bank advisors. Regardless of whether enquiries are received via modern channels, such as chat or chatbots, or via a traditional form of contact, thanks to novomind iAGENT, the right contact person will get in touch with the customer directly, suggesting a face-to-face appointment or a convenient online session.

Customer service that knows what customers want

All available information is collected across every touchpoint. Customer attributes, such as the number of contracts or any additional cross-selling potential, are also taken into account in the customer journey and put to profitable use. With novomind iAGENT, customers can get hold of their financial institution as easily as they would a good friend. On request, around the clock.

How novomind iAGENT provides optimal support for banks when it comes to customer service:

A central platform

No more expensive stand-alone solutions for correspondence and telephone communication, but a uniform communication platform with tracking for the entire customer journey.

Capability for dialogue on multiple levels

Native dialogue handover via WhatsApp/chat and dynamic bot responses, transparent and customisable, including live debugger and seamless reporting.

Easy to connect

An API-based ecosystem — open architecture means connecting to existing system architecture is easy.

Secure hosting

novomind Cloud in Germany or on-premises operation at the customer’s premises.

Encrypted communication

Chat and messenger can be used as encrypted channels.


Both for SaaS from the novomind Cloud and for on-premises operation at the customer's premises.

Omnichannel customer service

Seamless switching across all channels of communication.

Less stress for agents thanks to AI

A high degree of automation when it comes to classification and intent recognition.

Extremely powerful

Even over 200,000 tickets per day are no problem for novomind iAGENT.

RCI banques Niderlassung Deutschland logo

What do our customers say?

“With novomind’s intelligent FAQ tool, we offer our Renault Bank customers direct access to all important questions and answers 24/7.”

Lukasz Cieslak

Director of Finance, RCI Banque S.A. German Branch

Let’s get in touch

Do you have some questions? Or are you interested in our company and services? The novomind team is always on hand to help – via the channel of your choice.
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