The project is set to transform Poland’s finance sector on a far-reaching scale. It involves large domain-specific Polish language models tailored to the banking sector underpinning unique systems that are designed to recognise and predict customer needs. This will streamline operations across the bank’s helpline, voicebots, chatbots, mobile application, and website service.
PKO BP will provide its customers with more intuitive service, while employees will acquire tools that optimise their work. By enhancing plain language implementation, the project will ensure more effective communication between the bank, its customers, and its employees.
‘With its innovative approach, this solution is important for the whole country and has the potential to revolutionise the banking market. The development of new tools will help us expand the use of bots in communication channels, such as the helpline, the IKO application, and the iPKO service. As a result, AI will give us a deeper understanding of customer needs and intentions, which will enable quicker identification of customised solutions. Staff members will acquire a variety of intelligent tools, including search engines that access internal knowledge resources across various areas. This innovative approach will result in shorter customer service times, improving customer satisfaction and boosting PKO BP’s net promoter score. Employees will gain access to intelligent assistants that can simplify, summarise, and analyse text, as well as extracting key information,’ explains Marek Radzikowski, Vice President of PKO BP, who supervises the Operations and International Banking Area and the Retail and Corporate Banking Area.
‘This project exemplifies how scientific research can drive collaboration between Polish science and the finance sector. It is a perfect illustration of how to build a knowledge-based economy powered by unique innovation. OPI PIB is excited to take on this three-year challenge in partnership with PKO BP to develop Polish language models tailored for the banking sector and to create new services based on these models. We are confident that the development and implementation of domain-specific language models are practical solutions that represent a significant step towards transforming the way we live,’ says Dr hab Jarosław Protasiewicz, Head of OPI PIB.
The solutions developed during the project will strengthen data security and control, as well as ensure compliance with Polish and EU regulations — including the AI Act.
Valued at nearly PLN 17 million, the project is subsidised with PLN 9.2 million from the European Funds for Smart Economy programme. The project is scheduled to be completed in November 2027.