Garanti BBVA’s smart assistant Ugi turns 10: AI transforming banking

Garanti BBVA’s smart assistant Ugi is celebrating its 10th anniversary. What began in 2016, at a time when AI had not yet reached today’s level of popularity, has evolved into a comprehensive AI platform transforming the banking experience. Originally developed within the mobile banking app, Ugi was launched as an innovative solution enabling users to complete banking transactions through conversational interaction. Customers can now carry out a wide range of tasks using natural language, from checking credit card transaction details and requesting temporary limit increases to debt inquiries and SIM card changes. Ugi’s most significant transformation came with the transition from a rules-based system to an LLM-based AI infrastructure. The platform evolved from a traditional chatbot capable only of responding to predefined questions into an assistant able to understand context, engage in natural dialogue, and generate personalized solutions. This technological transformation was implemented over approximately two years. Integrated with banking systems, Ugi can access product catalogs, customer profile information, and transaction data. Thanks to a conversational interface developed specifically for the mobile app, users can interact with Ugi through both text and voice. “Our goal is to provide every customer with a personalized and seamless experience that makes them feel truly valued” Ceren Acer Kezik, Executive Vice President of Garanti BBVA, said: “Today, Ugi has become a companion that stands by our customers at every moment of their financial lives, understands them, and can anticipate their needs before they even arise. Our goal is to provide every customer with a personalized and seamless experience that makes them feel truly valued.” According to the Bank, Ugi has transformed banking from a standardized service into a more personalized experience. Without Ugi, the bank’s current 1.6 million users would have had to rely on call centers or branches for their banking needs, while more than 300 transactions would still require human input. Beyond answering questions, Ugi actively offers solutions, anticipates customer needs, and guides users toward digital banking services. For example, in situations such as cash getting stuck in an ATM, Ugi can automatically initiate and track the resolution process. Looking ahead, Garanti BBVA plans to continue developing Ugi through generative AI, with more advanced personalization, expanded product coverage, and broader omnichannel capabilities. The Bank expects Ugi to evolve from an information provider into an assistant that actively supports customers in making financial decisions.