12:37 - 19.11.2025

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November 19, Fineko/abc.az. Over the next 5 years, most of the customer service will be carried out with the use of artificial intelligence.

ABC.AZ informs that  Eren Ozkan, head of the cluster of Mastercard consulting & advisory services in Turkey, Azerbaijan, Ukraine and Moldova, made this statement at the IX International Banking Forum in Baku by

He noted that this will lead to big changes in the banking sector.

Ozkan stressed that the above-mentioned innovations will take place before 2030, and that currently the annual investments of banks in the development of AI at the global level amount to approx. $600 billion.

"Those investments include both technological developments and M&A (joint operations and acquisitions of companies). But in the banking system, the area where most investments are concentrated is related to business codes. When AI was first introduced, it was seen as a concept that increased efficiency by allowing "back office" and "mid-office" operations to be performed at lower cost, without requiring more human resources. But in fact, the biggest advantage of AI is shown in the service sector, in particular, in customer service. Many banks have already started using chatbots both globally and in our region, integrating them into their mobile applications," Ozkan emphasized.

By Elmir Murad