Bank of Georgia and Lion Finance Group CEO Archil Gachechiladze says the group’s technological transformation is built around a customer-centric strategy and a goal to simplify services as much as possible. In an exclusive interview with TV-Program Business Course, he noted that a significant share of customer interactions is already automated, with the bank’s chatbot fully handling about 65% of all conversations.
According to Gachechiladze, maintaining service quality remains a top priority despite the rapid shift toward automation. He highlighted that the bank’s customer satisfaction rate for chatbot interactions has reached 93%. He emphasized that digital services, once considered an innovation, are now a baseline requirement - and the next stage is the extensive integration of automation and artificial intelligence.
The CEO explained that the bank’s back office continuously works on process automation to save customers time and improve overall experience. One recent example is the automated invoice-scanning feature in the mobile app, which recognizes payment details and fills in all fields automatically, requiring the user only to review and confirm.
Gachechiladze added that similar efficiency-driven innovations will continue. He stressed that employee engagement remains essential, as many of the most effective technological improvements originate from within the team itself.
