2019 BAI Global Innovation Award Finalist
In 2019, mBank introduced a new approach to its banking chat functionality. Designed to be omnichannel, the chat is available on every site in its internet banking system and also at mBank’s mobile app. After logging in, customers can simultaneously chat and operate (e.g., transfer money, or execute other transactions) using their current account. The user can leave the conversation and return to it without losing its thread and can access a history of the conversation. Moreover, mBank designed chat in a way that keeps all sensitive customer data secure in the bank’s own system, and not shared with a third-party provider.