Source proof for Citadele Banka builds Adele virtual assistant, internal AI agents and a document intelligence platform with Microsoft Copilot and Azure AI

…ent that current AI models were mature enough to deliver real, practical value. Citadele Banka then decided to scale its use of AI, developing several in-house solutions using Microsoft Copilot and Azure AI services. It was clear to Citadele Banka that AI tools could provide the strategic edge i…

…zed the value AI could deliver in a key part of its business: customer service. This led to the creation of Adele, a customer-facing, multi-agent virtual assistant. Built on Microsoft Azure, Adele handles around 40% of Citadele Banka's daily cu…

…tant answer to queries instead of waiting for a response from our call center.” Adele can retrieve information from over 3,500 data sources and respond in under five seconds on average. With answer quality at 87% and supported by a regular quality improvement process, customers are increasin…

…rchives, and integrating with digital channels. Since introducing the platform, document processing times have been reduced from around 3-5 minutes per document to just 5-15 seconds. As a result, Citadele Banka can now process 10,000–12,000 documents per month v…

…r call center.” Vladislavs Keziks, Head of AI Competence Center, Citadele Banka Citadele Banka is on a journey to become a truly modern banking platform for the Baltics, providing unique, personalized digital products for its private and business c…

…ent that current AI models were mature enough to deliver real, practical value. Citadele Banka then decided to scale its use of AI, developing several in-house solutions using Microsoft Copilot and Azure AI ser…

…AND SUPPORT ORGANIZATION SIZE 1,000-9,999 employees BUSINESS NEED AI and Agents INDUSTRY Banking Share the story Explore related stories /h2> "> Explore related stories Stories…

…y Discover more details Explore related stories Contact Sales Executive summary Citadele Banka wanted to improve efficiency by reducing manual workload, automating repetitive operational tasks, and enabling its people to access standardized answers based on internal knowledge. Following an initial pilot to explore the potential of AI, Citadele Banka used…

…data and context. Employee AI-powered agents speed up internal service delivery Building on the success of Adele, Citadele Banka created a broad set of AI-powered agents for its employees, available via Microsoft Teams, Microsoft 365 Copilot, and internal Citadele Chat. Developing these in-house agents using Microsoft Azure enabled secure integrati…

…oft Azure's capabilities, the platform automates this entire end-to-end process—rapidly converting unstructured data into structured data, registering documents in business systems and electronic archives, and integrating with digital channels. Since introducing the platform, document processing times have been reduced fro…

…edures, guidelines, and documentation from multiple Confluence knowledge bases. In addition to centrally delivered employee agents, Citadele Banka employees regularly create AI agents using Microsoft 365 Copilot and Copilot Studio. Agents can be created through fast, no-code/low-code automation, making daily w…

…le, a customer-facing, multi-agent virtual assistant. Built on Microsoft Azure, Adele handles around 40% of Citadele Banka's daily customer conversations, typically answering queries about Citadele Banka's products and services. Adel…

…reduced from around 3-5 minutes per document to just 5-15 seconds. As a result, Citadele Banka can now process 10,000–12,000 documents per month via the AI-powered document intelligence platform, achieving a 4x increase in monthly processing volume over the past year—and the platform has a 99.6% accuracy rate. According to Keziks, “One of the biggest success stories for us is the AI-power…

…types being onboarded monthly, further expanding its usage and impact. Overall, Citadele Banka reported that the platform delivered an ROI within around two months for each newly implemented document type—demonstrating the huge cost reductions that are possible from automating high-v…

…er in a key part of its business: customer service. This led to the creation of Adele, a customer-facing, multi-agent virtual assistant. Built on Microsoft Azure, Adele handles around 40% of Citadele Banka's daily c…

…tions to internal challenges. “One of the biggest success stories for us is the AI-powered document intelligence platform. Break-even for each project or document type we implement is usually achieved…

…red agents speed up internal service delivery Building on the success of Adele, Citadele Banka created a broad set of AI-powered agents for its employees, available via Microsoft Teams, Microsoft 365 Copilot, and internal Citadele Ch…

…kedIn , X/Twitter , and YouTube . Discover more details CUSTOMER Citadele Banka PRODUCTS Microsoft 365 Copilot Microsoft Teams Azure Microsoft Copilot Studio SERVICES AND SUPPORT ORGANIZATION SIZE 1,000-9,999 employees BUSINESS NEED AI a…

…led to the creation of Adele, a customer-facing, multi-agent virtual assistant. Built on Microsoft Azure, Adele handles around 40% of Citadele Banka's daily customer conversations, typ…

…explore the potential of introducing Microsoft 365 Copilot into its operation. Starting with several pilot programs, the business quickly became confident that current AI models were mature enough to deliver real, practical value. Citadele Banka then decided to scale its use of AI, developing several in-house…

…ered document intelligence platform continues to scale across the organization, with new document types being onboarded monthly, further expanding its usage and impact. Overall, Citadele Banka reported that…

…igital learning, innovation, and the practical use of technology in daily work. On average, Digital Fridays attract 250–450 participants and help employees understand how new tools, automation, and AI can improve eff…

…is a separate initiative organized by Citadele Banka’s People and Culture team, with around 200–250 members. Dedicated to learning and practical application of artificial intelligence, AI…

…strates how AI can support productivity, analysis, and smarter decision-making. Topics include AI fundamentals, Copilot capabilities, practical AI use cases in banking, demos, workshops, and knowledge-sharing sessions. Average customer call wait times reduced to under 5 seconds 4X monthly document…

…ical AI use cases in banking, demos, workshops, and knowledge-sharing sessions. Average customer call wait times reduced to under 5 seconds 4X monthly document processing Positive results, positive people As an enthusia…

…zed the value AI could deliver in a key part of its business: customer service. This led to the creation of Adele, a customer-facing, multi-agent virtual assistant. Built on Microsoft Azure, Adele handles around 40% of Citadele Banka's daily cu…