At Nest, entrepreneurs always come first. We understand the many obstacles they must overcome—from starting a business to celebrating success. To us, they are the modern heroes of the Polish economy. That’s why, with us, they won’t encounter hurdles but rather solutions that help them grow. Instead of long queues and a long list of required documents, we offer them a business loan with just a click, an account available 24/7, and minimal formalities—any necessary paperwork can be completed online.
From the very beginning, Nest Bank has prioritized innovative solutions. We were among the first to enable account opening via a video call with a consultant. In 2021, we launched the first business loan that can be obtained entirely online. Our clients can also use BLIK and the most popular mobile payment methods—Google Pay, Apple Pay, Garmin Pay, and Fitbit Pay.
This solution combines automation with human-like interaction, offering actionable insights in real time and significantly improving operational efficiency.
Innovation presentation – Describe the project and how it brings innovation to SME banking
Nest Bank’s N!Assistant is a groundbreaking implementation of generative AI designed to transform the way customers (business and individual) interact with their bank.
Launched in April 2024, it is the first virtual assistant – AI Agent in Polish banking that leverages advanced natural language processing, contextual awareness, and intelligent function calling to provide seamless, personalized, and voice-enabled financial services.
The assistant was designed with individual clients and small and medium-sized enterprises (SMEs) in mind. Individuals and entrepreneurs can easily manage their finances with voice or text – asking about cash flow, analyzing expenses, scheduling payments, or verifying if an invoice has been paid. A key functionality is the ability to pay invoices simply by uploading a photo or a PDF document – a major convenience for business owners handling multiple payments.
This solution combines automation with human-like interaction, offering actionable insights in real time and significantly improving operational efficiency. With a 98% customer satisfaction rate and thousands of monthly interactions, N!Assistant is not just a tool – it’s an intelligent partner for business banking.
This project embodies the spirit of the Impact Awards by demonstrating how cutting-edge AI can drive both automation and personalization in banking. N!Assistant exemplifies the transformative power of AI, setting a benchmark for user-centric innovation in financial services.
It was also recognized by international audience:
- Finovate Fall 2024 – Best of Show Award (New York)
- Global Retail Banking Innovation Award 2024 (Singapore)
- Banking Tech Awards (London)
- CX Awards 2025 (Singapore)
- And two Polish awards.
Videos of N!Assistant
o Presentation: N!Assistant | AI Agent
o Showreel: N!Assistant Personal AI Banking Assistant by Nest Bank
o About: N!Assistant from Nest Bank
Uniqueness of the project – Highlight what makes this initiative stand out
These embedded innovations make N!Assistant a game-changer in the financial industry, setting Nest Bank apart as a leader in:
- Conversational Banking: Customers can interact using everyday language to analyze spending, schedule payments, or even check the status of invoices. This eliminates the need for navigating complex app menus, providing a more intuitive and user-friendly experience
- AI-Powered Automation: Features like invoice payments via photo and intelligent financial analysis make N!Assistant a proactive tool for managing finances. For example, users can ask, “Have I paid this invoice?” and, if not, the assistant executes the payment instantly.
- Speed and Accessibility: The assistant delivers responses within an average of 5 seconds, ensuring swift and reliable support. Voice capabilities enhance accessibility for all user segments, including those less tech-savvy.
- Integrated Innovation: Built entirely in-house, N!Assistant seamlessly integrates into the Nest Bank mobile app, offering real-time insights, advanced transaction sorting, and personalized recommendations.
The reason behind – Explain the motivation for launching this project and the problem it addresses.
- The rationale behind N!Assistant stemmed from the growing demand for personalized, user-friendly, and efficient banking solutions. Customers increasingly expect digital tools that are intuitive and adapt to their unique needs. Traditional banking apps often required manual navigation and input, leading to friction in the customer experience. Nest Bank aimed to address these pain points by creating a conversational AI that eliminates complexity, automates routine tasks, and personalizes financial interactions.
- Nest Bank launched N!Assistant to revolutionize customer interactions by leveraging advanced AI technology. The primary objective was to provide customers with a more intuitive and efficient banking experience, allowing them to communicate using natural language, analyze their spending, and perform banking operations. This initiative aimed to enhance service accessibility, personalize user experiences, and position Nest Bank as a leader in innovative banking solutions in Poland.
Resources – Outline the key teams, tools, and expertise that contributed
Project Participants and Collaboration
N!Assistant was developed in-house, without the involvement of external companies as subcontractors. The success of N!Assistant was made possible by a multidisciplinary team within Nest Bank.
- DATA – building logic and integrating AI models
- IT – integration with the mobile app and the bank's systems
- UX/UI Designers: Ensured the conversational interface was intuitive and user-friendly.
- Customer Support Team: Provided insights into user pain points, helping shape the assistant’s functionality.
Investments – Provide insights into financial, technological, or strategic investments made
- N!Assistant is an advanced and intelligent system based on the GPT-4 model, available through the Microsoft Azure OpenAI service. In addition to the GPT-4 knowledge base, N!Assistant has access to Nest Bank’s official documents, such as terms and conditions, pricing lists, and product information.
- N!Assistant is an evolution of the RAG (Retrieval-Augmented Generation) system – a chatbot that combines the power of a large language model with a vector-based knowledge base, and integrates with the bank’s systems to retrieve customer-specific product data necessary for meaningful interactions.
- It is built entirely using components available in the public cloud, including the latest large language models such as GPT-4o, which allows it to scale seamlessly with usage while maintaining the highest standards of security. Additionally, it leverages a set of libraries to process transaction history data in order to enhance the performance of the language model. Every user query and system response is thoroughly checked to prevent misuse or the generation of offensive content.
Challenges – Share any obstacles faced and how they were overcome
Challenges and How They Were Solved
- Challenge: Language Complexity
- Solution: Precise definition of system prompts allowed to ensure accurate understanding and contextual responses.
- Challenge: Seamless Integration with existing bank's systems
- Solution: Developed a custom API layer to bridge the gap between the assistant and Nest Bank’s existing infrastructure, ensuring real-time data access.
- Challenge: Ensuring Security and Bias and Fairness
- Solution: Implemented end-to-end encryption, multi-factor authentication, and rigorous compliance checks to protect customer data.
- Challenge: Customer Adoption
- Solution: Designed a simple and intuitive user experience, complemented by in-app tutorials and proactive customer support to encourage usage.
Business Problems Solved and Tangible Benefits
N!Assistant addressed key business challenges and delivered measurable improvements:
1.Enhanced Customer Experience:
- Eliminated friction in digital banking by enabling natural language conversations.
- Personalized financial insights improved user satisfaction, with a 98% positive feedback rate.
- Simplified processes like invoice payments and transaction tracking, reducing customer effort.
2. Increased Operational Efficiency:
- Automation of routine tasks, such as payment scheduling and data retrieval, reduced the workload on customer support teams by 35%.
- Faster issue resolution improved overall operational efficiency.
3. Improved Customer Retention and Engagement:
- N!Assistant has significantly increased app engagement, with a 20% rise in daily active users.
- Proactive financial assistance and tailored insights have enhanced customer loyalty.
4. Innovation in Banking:
- Positioned Nest Bank as a leader in AI-driven banking solutions, setting a benchmark for the industry.
Results – Detail the impact of the project, including key achievements and measurable outcomes
- Customer feedback: 98% positive satisfaction rate in post-interaction surveys.
- Since April 2024, N!Assistant has handled over 30,000 queries, achieving a 98% positive user satisfaction rate.
- The average response time to a customer query is just 5 seconds. This demonstrates that technology can not only meet expectations but exceed them.
- Since its launch in April 2024, no other financial institution in the Polish market has introduced a similar solution.
- N!Assistant was developed entirely in-house, without involving external subcontractors.
- N!Assistant represents a paradigm shift in digital banking, showcasing how AI can elevate customer experiences while driving operational excellence. With tangible results and customer-first innovation at its core, the project exemplifies the transformative power of AI in the financial sector.
