Commerzbank Debuts AI-Driven Avatar Ava to Enhance Digital Banking Experience

(IN BRIEF) Commerzbank has introduced Ava, an AI-powered virtual assistant and avatar available 24/7 in the bank’s mobile app. Built on Microsoft Azure and designed with a human likeness, Ava provides personalized, conversational support for everyday banking services. Customers can access account insights, manage financial products, and execute transactions directly within the app. Ava sets a new benchmark in digital banking and will expand in functionality based on user feedback, with future support for English.

(PRESS RELEASE) FRANKFURT, 25-Apr-2025 — /EuropaWire/ — Commerzbank is redefining the future of customer interaction by launching Ava, a virtual assistant powered by artificial intelligence and integrated directly into the bank’s mobile app. Available around the clock, Ava offers customers seamless support with service inquiries, account management, and product-related questions using natural, conversational language.

Designed with AI technology from Microsoft Azure and modeled on a real actress to provide a human-like presence, Ava merges advanced generative AI with a personable digital interface. The assistant is already being rolled out to users of the Commerzbank banking app and will be gradually made available to all customers, adhering to strict security and regulatory AI standards throughout its development.

“Ava marks a significant milestone for Commerzbank and the industry as a whole,” said Thomas Schaufler, Board Member for Private and Small-Business Customers at Commerzbank. “By combining generative AI with avatar technology, we’re introducing a new era of personalized, intuitive banking that is available anytime our customers need it.”

Through Ava, customers can not only receive answers about general banking services such as account types and credit cards but also obtain personalized insights, including credit card limits and product comparisons. Ava enables users to execute transactions directly within the chat interface—like ordering or managing credit cards and adjusting financial limits—while also helping users navigate their financial overviews in a user-friendly way.

More complex requests are seamlessly transferred to live agents at Commerzbank’s customer centre, ensuring uninterrupted support. While Ava currently communicates in German, English functionality will be added in a future update. The assistant’s capabilities will continue to grow as customer feedback informs further improvements.

About Commerzbank
With its two business segments – Corporate Clients and Private and Small-Business Customers –, Commerzbank, as a full-service bank, offers a comprehensive portfolio of financial services. It is the leading bank for the German Mittelstand and a strong partner for around 24,000 corporate client groups. Commerzbank transacts approximately 30% of Germany’s foreign trade financing. The Bank is present internationally in more than 40 countries in the corporate clients’ business – wherever its Mittelstand clients, large corporates, and institutional clients need it. In addition, Commerzbank supports its international clients with a business relationship to Germany, Austria, or Switzerland and companies operating in selected future-oriented industries. With more than €400 bn assets under management, Commerzbank is also one of the leading banks for private and small-business customers in Germany. Under the brand Commerzbank, it offers a wide range of products and services with an omni-channel approach: online and mobile, via phone or video in the remote advisory centre, and personally in its around 400 branches. Under the brand comdirect, it offers all core services as a digital primary bank 24/7 and, as a performance broker, solutions for saving, investing, and securities trading. Its Polish subsidiary mBank S.A. is an innovative digital bank that serves approximately 5.8 million private and corporate customers, predominantly in Poland, as well as in the Czech Republic and Slovakia.

Disclaimer
This release contains forward-looking statements. Forward-looking statements are statements that are not historical facts. In this release, these statements concern inter alia the expected future business of Commerzbank, efficiency gains and expected synergies, expected growth prospects and other opportunities for an increase in value of Commerzbank as well as expected future financial results, restructuring costs and other financial developments and information. These forward-looking statements are based on the management’s current plans, expectations, estimates and projections. They are subject to a number of assumptions and involve known and unknown risks, uncertainties and other factors that may cause actual results and developments to differ materially from any future results and developments expressed or implied by such forward-looking statements. Such factors include, amongst others, the conditions in the financial markets in Germany, in Europe, in the USA and other regions from which Commerzbank derives a substantial portion of its revenues and in which Commerzbank holds a substantial portion of its assets, the development of asset prices and market volatility, especially due to the ongoing European debt crisis, potential defaults of borrowers or trading counterparties, the implementation of its strategic initiatives to improve its business model, the reliability of its risk management policies, procedures and methods, risks arising as a result of regulatory change and other risks. Forward-looking statements therefore speak only as of the date they are made. Commerzbank has no obligation to update or release any revisions to the forward-looking statements contained in this release to reflect events or circumstances after the date of this release.

Commerzbank Debuts AI-Driven Avatar Ava to Enhance Digital Banking Experience

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