Key facts
- ABB Bank is integrating AI into its core banking operations in Central Asia and the Caucasus.
- The bank currently uses over 180 AI models across 86 use cases.
- AI initiatives have generated AZN 50 million in value over the past three years.
- Approximately 90% of ABB Bank's operations are now paperless.
- ABB Bank launched conversational AI assistants, AI-nur and AI-khan, in 2025.
- These AI assistants have facilitated over 4 million customer interactions since their launch.
ABB Bank is actively integrating artificial intelligence into its core banking operations across the Caucasus and Central Asia, moving beyond experimental phases to embed AI within its institutional infrastructure. This strategic shift aims to enhance agility, scalability, and operational efficiency.
The bank currently deploys over 180 AI models across 86 distinct use cases. Over the past three years, these AI-driven initiatives have reportedly generated AZN 50 million (approximately €25.8 million) in value, contributing to a significant reduction in paper usage, with about 90% of operations now paperless. ABB Bank is also investing in its AI capabilities by expanding its talent pool and acquiring advanced computing infrastructure, including Dell GPU servers based on NVIDIA's HGX B200 platform.
ABB Bank is also leveraging AI to redefine customer interactions and services. In 2025, the bank introduced conversational AI assistants, AI-nur and AI-khan, designed to handle tasks such as card management, mobile payments, and personal finance analysis through natural language voice commands. These assistants have facilitated over 4 million customer interactions since their launch. A human-AI hybrid model is also being implemented for operational communications, including payment collection, to automate routine tasks while escalating complex cases to human specialists.
This approach reflects a broader trend in rapidly digitizing markets where banks are adapting to evolving customer expectations, particularly the dominance of mobile banking. ABB Bank's strategy aligns with a vision of 'Beyond Banking' services, aiming to connect financial capabilities with real-world experiences like e-commerce, travel, and entertainment, positioning itself as a lifestyle companion rather than just a financial tool.