As of May 1, 2021, the obligation to provide a wet signature when you open the first account or make a transaction has been removed. Akbank Deputy General Manager Burcu Civelek Yuce explained how the digital banking experience will make you forget the wet signature.
Turkey has taken an irreversible step towards its digital banking experience. A brand new era has started in the sector, with the new legal regulations that came into effect as of May 1, allowing to become a customer through an end-to-end digital process. Now it has become easier than ever to be a customer of a bank and change banks. In this new era, the need for a wet signature has disappeared and anyone can become a customer of a bank whenever and wherever they want. Akbank Deputy General Manager Burcu Civelek Yuce told SABAH about the innovations that excite the customers of this bank.
THE FOCUS IS CUSTOMER NEEDS
Underlining that the development of banks in our country in digital services is far ahead compared to many countries, Yuce emphasized that the entrance door to accessing these digitalized services until May 1, 2021 is not digital, and explained the change as follows: “Within the scope of the new application, users take a photo of the front and back of the new chip ID card after filling in the necessary information on Akbank Mobil. The user, who scans his identity with NFC technology by contacting the back of the phone, confirms it with face biometrics, and then connects to the customer representative via video call for identification. When the customer representative performs the identification, you become a customer instantly, without the need to go to the bank branch or wait for the courier. As Akbank, we focused on customer needs and experience design as usual. In order to provide the best and holistic service to our customers, we have included some critical innovations in our remote customer service process.”
FINANCIAL INTELLIGENCE IS COMING
Stating that they use artificial intelligence to produce content that will make FINANCIAL life easier, Yuce continued as follows: “For example, we have an advanced suggestion mind called Financial Intelligence (FIZ), which is used in all our interaction points and fed with data to create the most accurate offers for our customers. This machine allows us to recommend the right product to our customers at the right time. Today, FIZ has more than 100 models based on nearly 2,000 different variants, and we produce offers for 85% of our active customers each month. A second example is Akbank Assistant, our bank’s chatbot, which we integrated into Akbank Mobile last year. Akbank Assistant works with artificial intelligence in the field of natural language processing, where our customers can reach financial transactions and find answers to their questions by accessing them from within the application.”
‘TARGET IS TO SHORTEN IT BY 1 SECOND’
Underlining that they attach great importance to customer experience and design at AKBANK, Burcu Civelek Yuce explains that customers can use credit in less than a minute from Akbank Mobil: “We are trying to find answers to the questions of how we can shorten this process by 1 second every day. For example, Akbank customers can transfer money without the need to memorize an IBAN. They can even send money to nearby Akbank residents via the Bluetooth feature. This understanding applies to all of our banking products. Our goal is to perfect the customer experience.”
HUMAN-CENTERED BANKING
Burcu Civelek Yuce stated that digital access to bank services, instant payments, mobile wallets, wireless payments, blockchain and API structures have become the basic components of daily transactions with mobile devices. “As the transparency in the financial sector increases with human-centered banking services, services that are ‘human’ at the center will increase, as the financial life will become easier for consumers.”
Source: Sabah / Translated by Irem Yildiz