bunq builds intelligent banking assistant Finn with Claude
bunq
bunq, Europe's second-largest neobank serving 20 million users, built a multi-agent banking assistant called Finn using Claude, selected after A/B testing showed superior multi-step reasoning for investigating failed payments, transaction disputes, and account issues. In 2024, bunq became the first bank to launch real-time speech-to-speech AI translation, letting users speak to support agents in their native language, alongside app translation into 38 languages. With Claude's advanced reasoning, bunq's automated resolution rate improved by 8%, bringing total support automation to over 80% of tickets, account opening now takes 5 minutes instead of days, and new developers using Claude Code contribute meaningful code in 16 hours instead of 40 (a 60% reduction).
Overview
bunq, Europe's second-largest neobank serving 20 million users, built a multi-agent banking assistant called Finn using Claude, selected after A/B testing showed superior multi-step reasoning for investigating failed payments, transaction disputes, and account issues. In 2024, bunq became the first bank to launch real-time speech-to-speech AI translation, letting users speak to support agents in their native language, alongside app translation into 38 languages. With Claude's advanced reasoning, bunq's automated resolution rate improved by 8%, bringing total support automation to over 80% of tickets, account opening now takes 5 minutes instead of days, and new developers using Claude Code contribute meaningful code in 16 hours instead of 40 (a 60% reduction).
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Inspect the highlighted sourceThe challenge
Banking support isn't simple. A single failed payment query might require checking the card status, verifying account details, confirming balance availability, and analyzing the transaction itself—all while maintaining security and accuracy. For a neobank serving 20 million users across Europe with different languages and banking needs, traditional support models couldn't scale.
The solution
bunq selected Claude after extensive A/B testing showed it consistently excelled at the complex planning capabilities their support scenarios require, such as failed payment investigations that require checking cards, accounts, balances, and transactions in precise sequences. bunq built a multi-agent system that could securely act on behalf of users if they asked it to—investigating issues, processing documents, and executing complex banking operations. In 2024, bunq became the first bank to launch real-time speech-to-speech AI translation, letting users speak to support agents in their native language, combined with app translation into 38 languages.
Reported business value
With Claude's advanced reasoning, bunq's automated resolution rate improved by 8%, bringing their total automation to over 80% of all support tickets. Engineering productivity improved instantly with Claude Code—new developers now contribute meaningful code in 16 hours instead of 40, a 60% reduction. Account opening that once took days with paperwork and branch visits now takes 5 minutes.
Sources
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Other financial services entries in the register.
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