Commerzbank's AI agent Ava autonomously resolves 75% of 30,000+ monthly customer conversations
Commerzbank AG, one of Germany's leading financial institutions, built Ava, an AI-powered conversational agent using Microsoft Foundry Agent Service, Azure OpenAI, Azure AI Content Safety, and Azure Cosmos DB. Ava uses natural language processing to interpret customer intent and manage complex, high-value requests such as credit card lifecycle management and balance inquiries, escalating to a human colleague when needed. Ava manages more than 30,000 customer conversations every month, resolving about 75% of requests autonomously and providing round-the-clock support, while Azure AI Content Safety filters sensitive data and detects potential fraud patterns to maintain regulatory compliance.
Overview
Commerzbank AG, one of Germany's leading financial institutions, built Ava, an AI-powered conversational agent using Microsoft Foundry Agent Service, Azure OpenAI, Azure AI Content Safety, and Azure Cosmos DB. Ava uses natural language processing to interpret customer intent and manage complex, high-value requests such as credit card lifecycle management and balance inquiries, escalating to a human colleague when needed. Ava manages more than 30,000 customer conversations every month, resolving about 75% of requests autonomously and providing round-the-clock support, while Azure AI Content Safety filters sensitive data and detects potential fraud patterns to maintain regulatory compliance.
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Inspect the highlighted sourceThe challenge
Commerzbank AG needed to modernize digital customer support and unify outdated systems while ensuring regulatory compliance, elevated fraud protection, and transparency across every channel.
The solution
Commerzbank built Ava, a conversational AI agent, using Foundry Agent Service running on Azure Container Apps, Azure OpenAI in Foundry Models for natural language understanding, Azure AI Content Safety to filter sensitive data and detect fraud patterns, Azure Cosmos DB to synchronize shared conversation context, Azure Kubernetes Service for elastic scaling, and Azure AI Search so Ava retrieves information from trusted data sources.
Reported business value
Ava manages more than 30,000 customer conversations every month, resolving about 75% of requests autonomously and delivering round-the-clock support, freeing customer service agents to focus on complex, relationship-driven work.
Sources
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This record was researched and written with AI assistance, and its claims were checked against the sources above. (EU AI Act art. 50 transparency notice.)
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