How AI in CRM reshapes the banking industry

To stay both competitive and compliant, banks are turning to intelligent CRM platforms that go beyond traditional customer management. Today’s AI-enhanced CRM acts as the digital backbone for financial and insurance institutions, managing everything from onboarding and compliance to claims and policy administration - all within a unified ecosystem.  

What sets these modern solutions apart is their ability to combine automation with intelligence. With AI-powered CRM for banking, institutions can predict customer needs, deliver personalized experiences, ensure regulatory compliance, streamline operations, and make data-driven decisions across all business areas. Whether through retail or corporate banking use cases, AI is transforming how banks engage with clients and deliver value.  

This evolution is brought to life in BE-terna CRM for Banking, where AI is not just an enhancement - it's a core element. AI is embedded throughout the platform, driving smarter customer interactions, delivering real-time insights, and enabling proactive engagement.  

The result? A banking experience that is faster, more personalized, and built for the digital age.  

At the heart of BE-terna’s impact is its ability to enable hyper-personalization. In an industry where trust and relevance matter, AI empowers banks to deliver tailored experiences at scale.  

Instead of generic marketing efforts, banks can now anticipate customer needs, offering the right product or service - be it a loan, investment, or advice - at just the right time. This kind of proactive engagement boosts customer satisfaction and increases loyalty and lifetime value.  

Beyond the customer experience, BE-terna’s AI capabilities streamline internal processes. Intelligent automation takes over routine tasks like data entry, lead qualification, and scheduling, freeing up time for professionals to focus on building relationships and offering strategic advice.  

Automation also enhances onboarding and compliance tracking, reducing friction for both staff and customers while minimizing the risk of error.  

In a highly regulated industry, compliance is complex but non-negotiable. BE-terna’s AI tools support banks by monitoring communications, flagging potential issues, and maintaining robust audit trails. This fosters a culture of compliance, backed by built-in intelligence that helps teams get it right the first time.  

This is not just about avoiding penalties - it's about building trust with customers and regulators.  

Modern banking spans multiple touchpoints: apps, phone, chat, and even in-person. BE-terna CRM brings these channels together to ensure consistent and meaningful engagement wherever the customer connects.  

Powered by Microsoft Contact Center, BE-terna enhances this omnichannel experience with intelligent call routing, AI-powered virtual agents, and real-time translation. Whether a customer reaches out via Teams, chat, email, or social media, they’re met with fast, personalized service and a seamless handoff between channels.

This technology not only boosts customer satisfaction—it also empowers frontline staff with a unified view of interactions and AI-suggested responses, enabling them to resolve issues faster and with greater confidence.

This unified approach helps banks fulfill a core promise: to be available, responsive, and insightful across every channel.

This unified approach helps banks fulfill a core promise: to be available, responsive, and insightful across every channel.  

As we move through 2025, it's clear that AI will continue to redefine the banking experience. BE-terna CRM for Banking leads this shift, enabling banks to stay ahead of change, not just keep pace with it.  

By combining deep industry expertise with advanced AI, BE-terna empowers banks to build stronger relationships, improve efficiency, and meet regulatory demands—all while delivering a superior customer experience.  

In short, AI in BE-terna CRM for Banking isn’t just enhancing performance—it’s reshaping the future of banking.