Increased customer engagement and loyalty

Customers can do banking their way and 24/7

User feedback has been overwhelmingly positive

El reto

Leverage Google Assistant to better serve customers:
  • Bankia's innovation department wanted to test voice-managed virtual assistants to augment existing customer support channels
  • A project was initiated to test the capabilities of the new technology and to gain a practical understanding of its true potential
  • A secondary aim was to evaluate how the virtual assistant could harness natural language processing (NLP) to solve specific customer queries and use cases
  • As a flagship Google initiative, Google Assistant is updated continuously, which can make it challenging to work with.


A phased approach to mitigate risk and align the project with quantifiable benefits
  • Discovery: workshop to define MVP. Included definition of customer journeys, priority set up, depth and reach of conversations, new functionalities and use cases based on real customer behaviour
  • Conversational design: including finding branches/ATMs, directions, connecting to Bankia’s website, connecting to mobile banking and responding to inappropriate language
  • Implementation: all dialogue flows were implemented and usability testing was performed
  • Active testing: conducted before the final deployment to ensure the solution meets the requirements in terms of usability, as well as to identify possible improvements


High customer satisfaction
  • By harnessing the power of Google Assistant, Bankia has created a new banking channel that increases customer engagement and loyalty
  • Google Assistant has empowered Bankia to maintain its position at the forefront of bank innovation
  • Feedback from customers has been overwhelmingly positive. With a score of 4.6 out of 5, Bankia is the highest rated bank on the Google Virtual Assistant Platform
Ignasi Barri

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Ignasi Barri Vilardell

Director of digital strategy, Global business development