XTB, a global fintech, has integrated artificial intelligence (AI) across various operations. An AI-powered chat feature is being developed to handle basic client inquiries, allowing customer service representatives to focus on more complex issues.

The firm is also focusing on proprietary technology, with over 50% of its workforce now in its Technology and Product Department.

Broader AI Integration

The company aims to eventually launch a comprehensive AI assistant to provide clients with platform support and investment insights. In late 2023, XTB created a team within its Technology and Product Department to drive these AI initiatives.

XTB has applied AI to streamline processes such as client onboarding and account migration. Additionally, it uses an AI-driven voice-of-customer system to analyse online feedback and perform sentiment analysis, allowing for faster responses to user concerns.

Meanwhile, XTB is launching two new products as part of its 2024 expansion strategy, as reported by Finance Magnates. The firm will introduce a virtual wallet with a multi-currency card and Individual Retirement Accounts for Polish investors.

The wallet, already launched in Portugal and the Czech Republic, is expected to be available in Poland soon, with plans to expand to additional markets. It will support seven currencies initially, with more to follow, and includes security features such as two-factor authentication and adjustable spending limits.

Future Plans in Technology

The company continues to focus on proprietary technology, with over 50% of its workforce now in its Technology and Product Department. In 2024, XTB introduced features such as automated investment plans, multi-currency account exchange , retirement products, and a virtual wallet with a multi-currency card. Plans for 2025 are set to be announced early next year.

“Most of our team regularly uses tools that support their daily work, and generate nearly 100,000 AI-handled queries monthly, which allows us to focus on what matters, unleashig next-level AI-powered human creativity and personalized customer service,” said Tomasz Gawron, Head of AI at XTB.