A co-founder of GNI Software advised banks to start implementing AI in customer service

The most effective areas for implementing artificial intelligence in the financial sector today are high-volume customer transactions, data analysis, and communication automation. This view was expressed by Erkin Asaf oglu Asadov, partner and co-founder of GNI Software, during the plenary session “Finance in the Era of Digital Transformation: Security, Innovation, and Trust” on the sidelines of BIFF 2026.

Responding to a question about where banks should prioritize the application of artificial intelligence technologies, Asadov noted that AI yields the greatest impact in the automation of standard processes.

According to him, this primarily concerns high-volume operations in retail banking, customer service, and other repetitive processes that lend themselves well to automation.

“Linear processes are the most common operations for banks. It is in these areas that the implementation of artificial intelligence is most effective today,” he noted.

The expert emphasized that the integration of AI with existing banking systems plays a crucial role. This allows for the analysis of customer interactions with the bank through both digital channels and offline environments, the creation of personalized offers, and the improvement of service quality.

According to Asadov, artificial intelligence technologies are capable of automatically analyzing customer profiles, recommending the most suitable financial products, and ensuring continuous communication through chatbots, voice assistants, and AI agents.

He also believes that the use of such solutions helps financial institutions reduce operating costs, increase sales, and improve the efficiency of customer interactions.

The expert paid special attention to the corporate segment. In his view, artificial intelligence can significantly simplify the analysis of companies’ financial health, the assessment of financing needs, and the selection of suitable banking products.

“In the near future, the role of such solutions will only grow, especially in terms of analyzing large data sets and preparing information for management decision-making,” Asadov emphasized.

According to him, artificial intelligence is capable of providing managers with a more complete and objective picture of what is happening, which is particularly important when making complex decisions in the financial sector.