Deutsche Kreditbank implements Pega AI for email support

Deutsche Kreditbank AG (DKB) has implemented an artificial intelligence solution from Pegasystems Inc. To manage customer email inquiries. The bank, working with IT service provider Senacor, has already introduced the system in several service centers.

The new solution provides service center employees with an AI-supported email assistant. This tool analyzes incoming customer queries, accesses the bank's knowledge database, and suggests appropriate answers and follow-up actions. The AI prepares information, but a human employee always makes the final decision on the next step.

Goals of the implementation

DKB's primary aim is to make case processing more efficient. AI-generated summaries and suggested responses are intended to reduce manual work steps. The bank hopes to handle more customer concerns in less time as a result.

Building on this foundation, the solution will be gradually expanded to include additional functions. The broad rollout to other service centers is currently underway. Once fully deployed, DKB expects to use the solution to process customer emails in the lower single-digit million range per year.

Platform and process integration

Pega Customer Service is a module of the Pega Infinity platform, which DKB has been using since 2021. The bank already uses the platform to automate numerous service processes. It also employs the technology to map complete end-to-end processes up to customer frontends.

Eugen Lubaschevski, Managing Director at DKB Service, explained the rationale. "Our goal is to make our employees' daily work easier," he said. "The new solution provides relevant information quickly and clearly. This gives our employees more time for personal support."

Strategic benefits for the bank

Matthias Thiele, head of digital products & technology at DKB, highlighted the platform's modular approach. He noted that Pega comes with an extensive toolkit of proven, reusable components that the bank can build upon directly. This modular system allows DKB to implement new solutions faster and scale innovations more efficiently.

Rachel Boskovitch, general manager & VP sales for DACH & Nordics at Pegasystems, commented on the continued partnership. She stated that the expanded cooperation proves DKB's trust and is a strong sign of the platform's performance. For Pegasystems, it is an incentive to continue delivering high quality and reliability.

The implementation allows employees to process customer inquiries more efficiently. Customers are expected to benefit from shorter response times. The bank believes this focus will improve overall service quality while making internal processes more efficient simultaneously.