Commerzbank is consistently driving forward its transformation and aims to continue growing its customer business: Chief Operating Officer Christiane Vorspel shows how artificial intelligence is evolving from a strategic topic to a genuine value driver. In 2025, the bank launched its virtual assistant Ava, which already resolves more than 70 percent of customer issues independently. Investments of over €140 million are planned for important AI initiatives by 2028. Vorspel explains how AI contributes to more effective fraud prevention, the role of the Chief Data & AI Officer, and why an AI Academy is preparing the entire workforce for the next stage of transformation. An interview about opportunities, speed, and the competitive advantage of a bank that is developing AI with a clear strategy.
What are Commerzbank's goals with its digitalization initiatives, and how do you ensure the implementation of the most valuable measures? :
VORSPEL Commerzbank's “Momentum” strategy has two key objectives: we want to continue growing our customer business while consistently driving forward the transformation of the bank. We are succeeding in both areas because we have a clear focus on digitalization and carefully balance our investments. Our priorities are based on the bank's strategic levers.
Across the board, we are investing specifically in AI with the aim of improving the customer interface, increasing the bank's efficiency, and optimizing our earnings. A current example is our AI-based call center assistant. It supports employees in customer dialogue and has been proven to reduce the processing time for inquiries. During the conversation, it provides relevant information in a structured manner, suggests formulations, and automatically creates a conversation log.
And how do customers benefit from the digitalization of banking? :
VORSPEL Customers are acting more and more independently. They decide how, when, and where they interact with us. They expect us to provide them with competitive digital services that are intuitive to use. The use of AI takes digitalization to a new level. Instead of complex forms, issues can now be resolved through direct communication with AI agents. We also strive to meet these demands through our digitalization measures. Our virtual assistant Ava handles everyday requests from our private customers anytime, seven days a week. Ava uses advanced generative artificial intelligence and is seamlessly integrated into our mobile banking app. Ava currently handles over 30,000 inquiries per month and independently resolves more than 70 percent of customer concerns directly and conclusively—without any waiting times.
Read more
Subscribe to Horváth CxO News!