Crealogix

The conversational assistant is one of four products, beside a funding portal, a lending origination hub and an EBICS server, on a platform built for client portals and apps. It runs chat and a voice agent, understands more than 15 languages, and a discovery module suggests new training examples from a bank's data. Take the models out and the Digital Hub, its apps and its integrations still do their job.

The assistant answers customers directly, in chat and through a voice agent that talks to callers in real time. No handover rule is described, neither the confidence level nor the topic at which it passes a conversation to a person. That rule carries more weight than usual here, because the product is pitched as freeing staff for more urgent cases.

Accuracy is claimed only in general terms, as fast, consistent and accurate answers that improve as the assistant learns. Intent recognition rates, error rates and the method used to validate them are unpublished, so a bank's own testing at rollout is the only measure it will have.

For the conversational assistant, Crealogix reports an 80 percent cut in call center volume, calls 20 percent shorter and a 97 percent lower cost per call, with no customer or method attached. Named customers speak to the wider platform instead. St. Galler Kantonalbank's head of digital banking says it lets the bank add new services to online banking faster, and LGT's SmartWealth app and portal raised the uptake of paperless reporting.

The assistant learns from customer conversations, and its discovery module learns from a bank's own data to propose training examples. Nothing states whether that learning stays inside one bank's deployment or improves a model shared across Crealogix's customers. For a service that hears how people talk about their money, that boundary is the central stewardship question.

Crealogix's data protection policy covers web visitors, newsletter readers, download requests and job applicants under the EU General Data Protection Regulation and the Swiss Federal Data Protection Act, and it names the tools behind them, such as HubSpot and Google Analytics. It does not reach the banking products, so what the assistant keeps from a conversation, for how long, and what a bank's customers can request are undescribed.

Security is described rather than certified. Customer messaging is presented as secure and compliant, and the EBICS server uses current encryption with several layers of protection. The certificates Crealogix names are ISO 9001 for quality management and a Premier JBoss Certified Solution Partner listing, neither of which covers information security.

Clients hold the authorizations, and the company claims no financial license or regulator run assessment of its model product. Open banking support places the platform inside its customers' regimes, which is product scope rather than a credential.

A system working in more than 15 languages, Arabic among them, will not understand every language and register equally well. Bias testing, fairness evaluation and model documentation for the assistant are all unpublished, so how its accuracy varies from one language to the next is unknown to the bank deploying it.

A wrong answer about a balance or a product term reaches the bank's customer directly, with no professional in between. Who carries that loss, whether customers are told they are talking to a machine and how a disputed answer is escalated are all left unaddressed, so the bank deploying it holds the whole question.

The assistant is described in outline, natural language understanding and processing with automation on top, and no base model, provider or version is named. Amazon Web Services hosts Crealogix's cloud environments, which says where workloads run rather than which models answer a bank's customers.

The Digital Hub sits above whatever core a bank runs and joins internal and third party systems through open interfaces, though no list of prebuilt connectors is published. In May 2024 Crealogix formed an alliance with Tuum, a core banking provider, to sell a combined offer in the Gulf Cooperation Council region. Raisin runs its interest rate portals on the hub.

The products run as software as a service, and the funding portal is hosted and operated by Crealogix itself, which provisions its cloud environments on Amazon Web Services. No hosting region, residency commitment or on premises option is stated. For banks in Switzerland, Germany and the Gulf, where the location of customer data is often regulated, that gap is material.

Pricing for the platform and its four solutions comes only through a sales conversation. The products are sold as software as a service in modules a bank adds as it needs them, so the unit of purchase is visible even though no rate is.

More than 600 institutions in 15 countries use Crealogix, and each segment it serves has its own material: wealth management, retail banking, corporate banking, small business banking, lending, and public sector funding for development banks. Offices in Zurich, Germany, the United Kingdom, Spain, Singapore and Saudi Arabia serve them.