AI Chatbots for Banking & Retail: Practical Use Cases and ROI Insights
By 2026, experts suggest that artificial intelligence (AI) will handle the majority of customer interactions. Nowhere is this trend more visible than in banking and retail, where expectations for fast service and personalized offers are especially high. Clients want answers in seconds, not minutes, and they expect digital channels to feel as reliable as a face-to-face conversation. For companies, this pressure creates a constant challenge: improve the experience without pushing costs through the roof.
An AI chatbot for banking is one of the tools that helps strike this balance. Instead of long call queues or repetitive tasks for staff, chatbots can guide customers through payments, product choices, or service requests at any time of day. We are Banza – a no-code developer and Creatio partner, that has seen this shift up close. Our Chatbot Constructor for Creatio, paired with an AI Assistant, is already in use at more than 200 organizations. Banks and retailers highlight quick deployment and freedom from vendor lock-in as key advantages. Let’s look at ten real use cases and the results of our work.
What is an AI Chatbot?
Our chatbot with artificial intelligence is not just a program with pre-written scenarios. Unlike regular bots that respond strictly according to a script, our system understands live speech, learns from communication, and becomes more accurate and useful over time. Thanks to NLP, our chatbot can understand the meaning of questions and adapt to the user’s style. Therefore, banks and retail trust them not only with answers to typical requests, but also with more complex tasks: checking loan applications, selecting products, or supporting clients in bonus programs.
We offer a chatbot designer for Creatio, which has an AI assistant built into it. The main advantage is the no-code approach: you can assemble and configure our bot through a user-friendly interface, without lengthy development and involving programmers. On average, implementation takes about six months. For large and medium-sized companies, from 200 employees and above, this is a chance to quickly implement automation, reduce the workload of specialists, and at the same time improve customer service.
70%
Reduction in Repetitive Customer Requests
60%
Increase in Purchase Frequency
10×
Faster Document ProcessingThe Importance of AI Chatbots in Banking and Retail
AI chatbots are noticeably changing the approach to work in banks and retail. If previously the main tasks were to reduce costs and meet KPIs, today personalization is becoming increasingly important – the ability to speak to the client in their language and offer what is really needed promptly.
Retail is moving faster than banks in this regard: competition is higher, and companies are forced to be flexible. But banks are gradually catching up – the temptation to relieve employees of routine and speed up processes is too great. According to McKinsey, the vast majority of buyers expect a personalized experience from stores. In the banking environment, the pressure is different: top managers need to avoid long and expensive implementations, while demonstrating the real effectiveness of digital solutions.
Examples show that the effect of chatbots can be tangible. In retail, the introduction of personalized recommendations increases the frequency of purchases by about 60%. In the banking sector, document automation reduces processing time by almost ten times. And companies that implemented chatbots in the telecom market achieved a 70% reduction in the number of customer requests and processed requests faster.
There is another advantage: launch speed. Thanks to our no-code approach, the solution can be put into operation in six months, which removes some of the concerns of top managers about long and unpredictable projects.
For digital transformation managers, such projects are important not only because of the numbers. It is also a matter of team trust, choosing the right partner, and understanding that investments produce results. In conditions where every day and every amount counts, such tools help companies be more efficient and remain competitive.
Top 10 AI Chatbot Use Cases for Banking and Retail
In Banza, we develop chatbots on the Creatio platform. We already help banks and retailers solve everyday problems – from speeding up customer service to reducing operating costs. The basis is more than 350 completed projects, and in each case, we can show a specific effect in numbers. Below are 10 examples of retail chatbot use cases with payback calculations.
24/7 Customer Support in Banking
Banks are increasingly using chatbots to relieve call centers. Clients can quickly check their account balance, loan status, or next payment date without waiting for an operator to respond. One project with our constructor showed that the number of calls was reduced by almost half with the AI assistant customer support, and employees were able to focus on complex queries. As a result, service became more convenient for clients, and the bank reduced its costs for round-the-clock support.
Personalized Product Recommendations in Retail
Retailers increasingly experiment with chatbots as digital sales assistants. Instead of pushing generic offers, these tools can suggest items based on what a person has already looked at or shared in a short survey. One example: our team reported that such a solution helped stores get customers to come back more often and spend more per visit. In one retail chain, personalized discounts sent through a chatbot made promotions noticeably more effective – managers said efficiency went up by almost a third and customers reacted with more trust and loyalty.
Loan and Application Tracking in Banking
Customers can now follow their loan requests or check account updates instantly through SMS, email, or even WhatsApp. In one project, our chatbot managed to cut the average approval time from about half an hour to just 8 minutes. For the microfinance client, this was not just a faster process – it meant quicker decisions, less stress for staff, and a noticeable boost in approval rates and overall trust.
Abandoned Cart Recovery in Retail
Many customers abandon their shopping cart at the last step – they simply close the website or put off the purchase «for later». To bring back such customers, we use chatbots that remind them of an unfinished order via convenient channels – SMS, email, or messengers. Sometimes the system suggests that the product will soon run out or informs about a discount. This approach has helped the company significantly expand its partner network and increase the number of loyalty program participants. As a result, hesitant customers are more likely to complete their purchase, and retailers receive additional income.
Customer Feedback Collection in Both Industries
Collecting feedback immediately after interacting with a client turned out to be much more effective than waiting for responses to email surveys. Our company sets up chatbots so that they would ask for opinions right after the end of the dialogue. In one retail project, this gave a noticeable result – the quality of service increased by about 60%. In a bank, where the data was automatically sent to CRM Creatio, the time for checking applications was reduced by almost half. Such quick responses help not just collect statistics, but actually improve processes.
Store Locator for Retail Chains
For shops that also have physical locations, chatbots can do more than answer questions online – they can point customers to the nearest store where the product is actually in stock. Our Клієнтський сервіс-портал makes this connection smoother by linking the chatbot with store inventories. As a result, retailers noticed that more people joined their client lists, about 41% growth, and, importantly, that online interest was turning into real visits to the stores. This helped boost both foot traffic and sales practically.
FAQ Automation Across Industries
The banking automation chatbot helps customers get quick answers to simple questions, such as refunds, payments, or account status. Companies using such solutions have reported that the number of repetitive queries has decreased by about 70%. In the banking sector, employees note that they now have more time to focus on complex customer questions, and the quality of service has noticeably improved. This makes the team’s work easier and makes customers happier.
Agent Support in Contact Centers
Banks are increasingly using chatbots not only to answer simple questions, but also to prepare operators for complex requests. For example, in a contact center, a chatbot collected basic customer data and immediately suggested suitable solutions to the employee. As a result, operators spent less time processing requests – almost twice as fast as before. This not only sped up the work of the «average office» but also helped the employees themselves focus on truly complex situations. For the bank, this meant increased efficiency and achieving key indicators without unnecessary workload on staff.
Lead Generation for Loyalty Programs in Retail
Instead of dry questionnaires on the website, some companies have started using chatbots to communicate with customers. This approach helps not only to offer to join the loyalty program, but also to carefully collect contacts during the conversation. For example, our solution showed an interesting result: the number of program participants increased by about a third, and the number of new leads almost doubled. For businesses, this means not only more data about customers but also a better understanding of their habits. As a result, marketing becomes more effective, people are more willing to return, and repeat purchases directly increase revenue.
Process Automation for Corporate Lending in Banking
In the banking sector, AI-based chatbots are already helping not only with client requests, but also with more complex tasks, such as checking documents or processing loan applications. For one client, our Corporate Lending for Creatio solution has reduced the time spent on routine operations by almost half. Employees note that they spend the freed-up time working with clients and analytics, and the number of errors in processing has decreased significantly.
As a result, loan applications have become faster, and managers have received more data for decision-making. For the bank, this means not only saving resources, but also a clearer effect on numbers – processes are faster, clients are happy, and profits are growing. Such examples show that chatbots can be useful not only in retail but also in the corporate segment, where speed and accuracy are valued.
Why Banza?
We have established ourselves as one of Creatio’s key partners in the banking and retail sectors. The company operates without unnecessary bureaucracy and offers practical solutions, like chatbot ROI for enterprise that can be implemented fairly quickly – on average, within six months. Thanks to our own development of Конструктор чат-ботів for Creatio and AI Assistant, clients gain flexibility and the ability to customize the system to their processes, and not vice versa.
What makes us stand out from other integrators:
- Experience in more than 20 areas, with special attention paid to banking projects in Ukraine and Central Asia.
- A team of 150+ specialists and its own R&D center, which allows us to tailor solutions to specific requests.
- More than 350 completed projects, including a reduction in document processing time by almost ten times and the acceleration of credit decisions.
- Transparent pricing and the absence of excess costs, which distinguishes it from large global players.
- Support at all stages – from implementation to support, which reduces risks for CIOs and executives.
We remain a partner that can be counted on not only for technology, but also for long-term stability.
