What does it take to deliver a truly intelligent digital banking experience?
In this FinTechZone roundtable interview, our CEO for Central, South, and East Europe, Panos Chalkias, shares insights on how omnichannel platforms are shaping the future of seamless and unified customer journeys in banking.
- What does the term “Intelligent Bank” mean to you?
An Intelligent Bank is one that delivers a seamless, proactive, and personalized experience across every touchpoint — whether that’s a branch, ATM, mobile app, or online platform. It’s a bank that operates on an integrated, omnichannel infrastructure where all channels work in harmony to serve the customer in real time. At Transaction Systems, we believe that an intelligent bank is powered by a software platform that unifies self-service, branch, internet, and mobile banking — such as Auriga’s web-based omnichannel solution. This kind of intelligent foundation enables banks to become more customer-centric, data-driven, and operationally efficient.
- In your opinion, what makes a digital bank truly “intelligent”?
A digital bank becomes truly intelligent when it achieves full integration across all delivery channels and uses data from every interaction to continuously optimize service. It’s not enough to offer digital tools — they must be orchestrated through a central platform that allows customers to move seamlessly between channels without losing context or continuity. This is where the omnichannel solution comes in: it provides the web-based architecture that enables real-time, coordinated engagement across self-service kiosks, mobile apps, online portals, and branches. Intelligence in banking is about unification, responsiveness, and delivering a world-class experience at every point of contact.
- What are, in your view, the key obstacles that prevent a digital bank from becoming intelligent?
One of the biggest challenges is the fragmentation of systems and services. Many banks have built digital capabilities in silos, leading to disconnected experiences and inefficiencies. Legacy infrastructure, lack of integration, and the absence of a central orchestration platform make it difficult to deliver a truly intelligent, omnichannel service. Without a unified software layer —banks struggle to collect and act on data in real time, maintain continuity across channels, or personalize the customer journey effectively. Another obstacle is underestimating the strategic value of self-service banking as part of the overall customer engagement model.
- Where do you think the Hungarian banking sector currently stands on the journey toward becoming intelligent?
Hungarian banks have made considerable progress in digitizing services and embracing mobile and online platforms. But the leap from multichannel to intelligent omnichannel banking is still underway. Many institutions are exploring ways to unify their service models, but full integration, where all customer touchpoints operate through a central, intelligent platform, is not yet widespread. With the adoption of platforms like Auriga’s, which offer a modular and future-ready EB-based architecture, the Hungarian sector can accelerate its journey toward intelligent banking and set a new benchmark for customer experience and operational efficiency in the region.
➡️ Read the interview in Hungarian here.
