Best bank: KBC
KBC made tangible progress in accelerating its ‘Digital First with a Human Touch’ strategy, pairing advanced technology with human expertise to win share across its home market.
Organised around the bank’s proprietary digital assistant, Kate, this approach matured significantly during the year. Following the integration of new large language models, Kate autonomously resolved roughly 82% of customer questions by year end, up from 69% in 2024, and handled 7.9 million conversations for more than 2.3
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