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Title
Commerzbank's AI agent Ava autonomously resolves 75% of 30,000+ monthly customer conversations
Commerzbank AG fuels 30,000 monthly conversations with Foundry Agent Service | Microsoft Customer Stories This is the Trace Id: 85b59e7837ccf473d7a72213aa7b…
Description
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.
…In a relatively short time, Ava progressed from prototype to production. Today, the agent manages more than 30,000 customer conversations per month, resolving about 75% of calls autonomously and delivering a high-resolution rate for designed tasks, which brings consider…
Company
Commerzbank AG
…confront fraud, navigate complex outdated systems, and meet tough regulations. For Commerzbank AG, one of Germany’s leading financial institutions, these challenges became a catalyst for transformation. Every transaction, whether a simple transfer or a complex business payment, mus…
Country
Germany
…zure AI Foundry Models SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION Germany BUSINESS NEED Artificial Intelligence INDUSTRY Banking Share the story Explore…
Industry
Financial Services
…10,000+ employees COUNTRY/REGION Germany BUSINESS NEED Artificial Intelligence INDUSTRY Banking Share the story Explore related stories /h2> "> Explore related stories Stories…
Problem
Commerzbank AG needed to modernize digital customer support and unify outdated systems while ensuring regulatory compliance, elevated fraud protection, and transparency across every channel.
…e details Explore related stories Contact Sales Contact Sales Executive summary Commerzbank AG needed to modernize digital customer support and unify outdated systems while ensuring regulatory compliance, elevated fraud protection, and transparency across every channel. Using Foundry Agent Service, Commerzbank AG built Ava—an AI-powered agent that…
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.
…building and evolving agentic AI. Natural language understanding was critical. Ava uses Microsoft Azure OpenAI in Foundry Models to interpret customer intent and generate responses that feel conversational, not scripted. This equips Ava to manage complex, high-value requests such as credit card life…
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.
…connection at digital scale Ava’s impact is both operational and human-centric. By automating routine service tasks, Commerzbank AG has reduced response times and freed customer service agents to focus on complex, relationship-driven work. One of Ava’s most valuable use cases is managing the entire credit card lifecyc…
AI capabilities
Conversational AI, Agentic AI, Natural Language Processing, Retrieval-Augmented Generation
…lt with a clear purpose—to make banking feel personal in a digital-first world. She blends empathy with engineering precision, fueled by advanced natural language processing and adaptive learning. Ava doesn’t just respond; she is built to understand context, anticipate needs,…
Technology
Azure AI Foundry Agent Service, Azure OpenAI, Azure AI Content Safety, Azure Cosmos DB, Azure Kubernetes Service, Azure AI Search, GitHub Copilot
…kedIn , X/Twitter , and YouTube . Discover more details CUSTOMER Commerzbank AG PRODUCTS Azure AI Foundry Agent Service Azure Kubernetes Service Azure Cosmos DB Microsoft Fabric GitHub Copilot Azure AI Foundry Azure AI Content Safety Azure AI Speech Azure OpenAI Azure AI Foundry Models SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION Germany…
Headline outcome
…al AI regulations. READ THE STORY 30K+ monthly conversations handled by Ava 75% of requests resolved autonomously The need to create smarter banking experiences with human-centered AI Trust is…
Use case type
Conversational assistant
…y compliance, elevated fraud protection, and transparency across every channel. Using Foundry Agent Service, Commerzbank AG built Ava—an AI-powered agent that automates customer interactions through highly secure agentic orchestration, persistent memory, and full compli…
