Online Banking with Video Avatar

The digital advisory assistant EVA is used, among other things, for questions about the Sparkasse app and the pushTAN app or when customers have forgotten their PIN number, want to unblock their account, request a higher account limit or request a registration letter in order to use a pushTAN connection. The video avatar is designed to embed all customer requests in end-to-end processes. This means that bank customers are guided through a triggered process in single steps until their request is resolved to their satisfaction.

EVA is a true language talent

The video avatar developed by IT consultancy PTA is also a real language talent. EVA is fluent in seven languages – German, English, French, Spanish, Turkish, Arabic and Bulgarian. This is made possible by the basic technological structure of the avatar. This is programmed once and thus enabled to react appropriately to the situation in human-machine dialog with the appropriate facial expressions. AI-based deep learning algorithms teach the avatar and ensure that EVA appears familiar and human.

The video avatar developed by IT consultancy PTA is also a real language talent. EVA is fluent in seven languages – German, English, French, Spanish, Turkish, Arabic and Bulgarian. This is made possible by the basic technological structure of the avatar. This is programmed once and thus enabled to react appropriately to the situation in human-machine dialog with the appropriate facial expressions. AI-based deep learning algorithms teach the avatar and ensure that EVA appears familiar and human.

PTA implemented EVA based on its custom-developed video consultation assistant NEXOVI. Since the digital solution is a web application and Sparkasse Rhein Neckar Nord uses it as Software as a Service, video avatar EVA could be integrated as an iFrame on the Sparkasse website without much effort. “The integration of EVA into our existing IT infrastructure was completely straightforward, and EVA also masters the derivation to those areas where our customers need to securely authenticate and log in,” says Bernd Schindler of Sparkasse Rhein Neckar Nord.

Avatar replaces actress

And when it comes to the question of which background or position it should act from, the Sparkasse also benefits from avatar deployment options. In comparison to a professional actress who is filmed, an artificial avatar can be conveniently positioned in a section of the image independent of the background. “We deliberately decided to use an avatar because we can adapt it to our requirements without much effort,” explains Bernd Schindler. “If we had relied on a professional actress, such flexible scaling would only have been feasible with a lot more effort.”