One Zero Launches New GenAI Chat To Provide Better Customer Service

Israel’s first private digital bank, One Zero Bank, already known for its high integration of AI technology into banking services, announced the launch of its GenAI service platform, dubbed Ella 2.0, which is meant to improve the customer experience by giving real-time assistance, cutting down on wait times for queries, and offering a more personalized interaction. 

One Zero Bank’s tech partner, AI21 Labs, is behind the generative AI used in Ella 2.0, a digital private banker showcasing advancements in understanding and responding to customer needs and open questions in multiple languages.

“We take pride in leading the global charge from experimental Generative AI to its practical implementation. ‘Ella’ 2.0’s capabilities transcend linguistic barriers, ensuring immediate, accurate, and personalized responses while continuously evolving to meet individual customer needs,” said One Zero Bank’s CEO Gal Bar Dea. 

According to One Zero, its new service chat responds to common questions 24/7 and provides personal account information upon request without the need to wait in line for service. 

After a pilot phase in June, the chat platform has been fully implemented into the banking services. 

Zero Bank, Israel’s first digital bank and the country’s first new bank in over 40 years, was founded by Amnon Shashua who also co-founded AI21 Labs, an Israeli company that develops advanced AI technologies to solve complex problems.

Banks have been incorporating more AI services in recent years based on their customers’ and bankers’ needs. Bank of America, for example, has added an AI assistant for checking account information. Other banks, like JPMorgan Chase (the largest bank in the US), have added AI that can analyze data, such as credit scores and financial history. 

One Zero Bank said it also aims to help its bankers focus on more tailored assistance, not needing to assist with mostly commonly asked questions. 

“One Zero’s new AI assistant, ‘Ella’, represents a shift in the digital banking industry towards a better customer experience that is faster, more reliable, and personalized to each user,” said co-founder and co-CEO of AI21 Ori Goshen.