Otbasy Bank ntroduces artificial intelligence to enhance the quality of customer service

Otbasy Bank (a subsidiary of Baiterek National Managing Holding) is actively undergoing digital transformation and implementing new technologies to improve convenience for its clients.

To provide prompt consultations for depositors and borrowers, the bank created the QUANYSH chatbot. In 2025, it was upgraded with a new intelligent platform — Quanysh-AI, based on Amazon Web Services (AWS) artificial intelligence technologies.

The development and implementation of the new Quanysh-AI model were carried out by Otbasy Bank’s IT specialists together with the bank’s vendors. The virtual assistant operates 24/7, helping to reduce the workload on operators while enhancing customer self-service convenience.

The new system processes client inquiries with an accuracy rate of over 90% and operates in both Kazakh and Russian languages.

Reference: LLM (Large Language Models) are advanced AI models capable of understanding and generating text in multiple languages: answering questions, translating, summarizing, and analyzing information. These models are trained on massive datasets from books, articles, the internet, and other sources.

The Quanysh-AI chatbot processes both text and voice requests from clients. With its help, customers can obtain personalized information regarding:

• accounts and loans;
• balances of housing payments;
• account seizures;
• application statuses under the “Rental Payment Subsidy” program, one-time pension withdrawals, and support service requests.

Additionally, clients can leave feedback on the chatbot’s performance and submit suggestions for improving the service.

The Quanysh-AI chatbot is available in the Otbasy Bank mobile application as well as in popular messengers WhatsApp and Telegram. This ensures flexibility and convenience for clients when choosing a communication channel.

Key performance indicators:

• 97% of conversations are handled without operator involvement;
• average response time — 3–4 seconds;
• workload — about 374,000 chats per month.

Going forward, Otbasy Bank plans to further develop and train Quanysh-AI with additional capabilities: it will be able to advise customers on the amount they should set aside in deposits and how to improve their scoring index, enabling them to obtain mortgages on the most favorable terms.