AI at XTB: A Year of Change and Future Plans.
Artificial intelligence is currently one of the most significant technological trends worldwide, rapidly transforming various sectors of the economy. XTB, a Polish fintech company providing access to global financial markets via an online investment platform and mobile application, has been intensively developing its AI capabilities over the past year. During this time, the company has implemented a number of modern solutions that are now used daily by over 60% of its employees.
In late 2023, XTB’s Technology and Product Department established a dedicated team focused on implementing innovative AI-based technologies. This team is led by Dr. Tomasz Gawron, whose scientific experience and practical implementation in other industries provide a solid foundation for the ongoing efforts.
- “The past year has been extremely intense for us in terms of implementing AI-based solutions. While the effects may still seem not very noticeable to clients, internally, AI already plays a key role as an assistant to XTB employees, significantly increasing the efficiency of their work and supporting platform development. Over 60% of our team regularly uses tools that assist in their daily tasks. Each month, we generate nearly 100,000 queries handled by AI, saving valuable time and allowing us to focus on creativity and personalizing customer service,” says Dr. Tomasz Gawron, Head of AI at XTB.
XTB Integrates AI
Artificial intelligence has become an integral part of processes at XTB. AI-based tools are used in areas like onboarding new clients, which has allowed for the automation and shortening of the entire process. Employees only oversee selected stages, which gives them more time to handle non-standard cases. A similar approach is planned for automating the migration of IKE accounts from other brokers—a particularly innovative step given the traditional, analog nature of this process in other financial institutions.
Equally important are the implementations within the Technology and Product Department itself, where nearly 200 employees use AI solutions daily. These tools assist with code generation, data analysis, project change reviews, and the automation of routine tasks, allowing programmers to focus on more advanced tasks. AI is also applied in marketing. Internal tools enable the creation of graphics for advertising campaigns that align with XTB’s brand identity, as well as supporting copywriters’ work. Furthermore, the application of AI has led to the implementation of an advanced voice-of-customer system that analyzes user feedback about the XTB platform posted online. This enables detailed sentiment analysis and quicker reactions to user opinions.
AI Chat and Personal Assistant for Investors
XTB doesn’t plan to limit AI use to internal operations alone. Soon, a special AI-powered chat will be launched on the investment platform, which will support the customer service department. This tool will handle basic, repetitive queries, allowing employees to focus on more complex matters.
- “Ultimately, we are working on creating an AI assistant available to every XTB client. The chat that handles user questions about platform operations is just the first step in rolling out our functionalities aimed at improving platform usability. In the next phases, we want the AI assistant to support investors in finding information about potential investments or obtaining detailed data. The goal is to democratize the world of investments even further and enable investors to make the most informed and responsible investment decisions,” summarizes Dr. Tomasz Gawron.
The past few years have seen tremendous technological development at XTB. Currently, over 50% of the company’s workforce, more than 500 people, is in the Technology and Product Department. By focusing on the development of its proprietary technology, XTB manages its own investment platform, which is regularly updated with new product features. In 2024 alone, automated Investment Plans, currency exchange between accounts, IKE accounts, and a virtual wallet with a multi-currency card were implemented. XTB will announce its 2025 development plans at the beginning of next year.
Source: ManagerPlus
