Minsait shows how Artificial Intelligence has become a key resource for improving customer relations
Minsait, an Indra company, will attend Revolution Banking tomorrow, the largest banking event in Spain, with a digital proposal focused, especially in this edition, on the application of Artificial Intelligence in the financial sector. Above all, it will highlight how digitisation is a turning point in customer relations, an area in which AI had not yet developed its full potential.
According to data collected by Minsait, the use of Artificial Intelligence to optimise internal processes is already a common option in most banks (8 out of 10*), which also tend to use it to automate and improve their operations (fraud prevention, transaction processing, cybersecurity, request management, etc.). However, 2025 has been the year of the emergence of use cases for AI and Generative AI in banking customer relations, becoming an essential resource for connecting with customers in a much more personalised, agile and secure way.
According to Jesús Morales, Director of Business Development in Financial Services at Minsait, ‘the financial context has been one of the areas that has evolved the most with digitalisation in recent years. The emergence of neobanks, which already capitalise on part of the demand, the widespread use of apps by customers, the emergence of Artificial Intelligence and new personalised assistants, avatars and chatbots have led to an unprecedented evolution in user relations. Along with personal assistance from qualified professionals, digital applications have become the best ally for providing consistent, personalised service across all types of channels.’
Systems that not only listen: they interact and add value
The digitisation of banking customers has completely changed the nature of the institutions themselves. Minsait points out that today, banks, especially those that are predominantly digital, have many ways of interacting with their customers: apps, chats, social media, telephone, etc. ‘The key is how banks can listen to the ‘voice of the customer’ across all these channels, understand what they really need and provide accurate and immediate responses without losing the human touch,’ says Jesús Morales.
In this regard, the expert stresses that it is not just a matter of having a system that collects requests or interacts with others: ‘Customers are no longer satisfied with that. We need technology that allows us to listen, not just hear, to everything they tell us and, above all, to efficiently leverage the data they give us in order to understand what they need and expect from their bank and, in this way, provide them with the best service.’
For Minsait, it is in the personalisation of service through the ‘voice of the customer’ where AI has the greatest value, as it offers real-time responses without the systems seeming too ‘canned’ and with continuous learning that allows for closeness with the customer at all times. Machine learning also enables the continuous improvement of systems that collect data and use it to continually improve their accuracy and effectiveness, which means that, over time, responses will be more accurate and interactions more natural.
Minsait has outstanding references in the field of innovation and has focused particularly on improving customer service through the most innovative technologies.
At the previous edition of Revolution Banking, the company presented ‘AlicIA’, the first avatar designed with artificial intelligence to help resolve queries from entrepreneurs, freelancers and SMEs. Similarly, in 2022, it launched its Banking in the Metaverse offering, becoming the first technology company in the sector with a clear and defined commitment to helping financial companies grow in the virtual world. Minsait is Spain's leader in technology solutions for banking services and a benchmark in application maintenance, banking back office and payment methods. It has achieved success stories in different countries, leading the transition from traditional to digital banking models, the rollout of digital banks that complement the offering of an existing entity, and the creation of digital native banks from scratch.