Bank Millennium implements LiveBank platform developed by Ailleron as a remote customer service solution. The LiveBank system enables real-time online sales and advisory processes using video communication and collaboration tools integrated with the existing ecosystems of the companies where it is deployed.
LiveBank is a tool that bridges digital channels with transactional and advisory systems. The platform ensures full remote collaboration between the client and an expert via video meetings, chat, screen sharing, and secure document exchange, allowing for end-to-end processes within a single technological environment without the need to switch between communication channels.
The solution was designed to evolve alongside the organization’s needs. Advisors can schedule meetings with clients and subsequently utilize LiveBank functionalities directly within internet and mobile banking. The platform’s flexible architecture allows it to handle a high volume of simultaneous interactions and gradually expand the scope of service as the scale of operations and customer expectations grow.
“Today, LiveBank is used in over a dozen countries and supports financial institutions in building modern models of remote, relational, and personalized customer service. Cloud-based communication and service platforms can effectively combine scale, security, and a high-quality customer experience,” says Ireneusz Liberacki, General Manager of LiveBank at Ailleron S.A.
The LiveBank platform operates in a Software-as-a-Service (SaaS) model on cloud infrastructure. This ensures automatic scalability, high availability, and enables the rapid deployment of new functionalities, shortening their time-to-market.
The LiveBank environment can optionally be enhanced with Artificial Intelligence features which – once activated – can support advisors’ work and improve customer service quality through, among others, automated response preparation and intelligent recommendations. These functions operate within a controlled environment, compliant with regulatory requirements and data protection standards.
“When designing LiveBank, we focus on providing a platform that can be developed alongside the needs of financial institutions. Modules based on artificial intelligence are one of the elements of this ecosystem and can be launched depending on the client’s organizational maturity,” says Tomasz Król, CEO at Ailleron S.A.
The platform meets the financial sector’s requirements regarding security and compliance. All LiveBank components are designed in accordance with current regulations, and the solution undergoes regular security audits and independent system resilience assessments, enabling its use in environments with heightened regulatory requirements.
