[This] will definitely transform and disrupt our business in the future because we will have a great level of personalization in every interaction that we have with our customers.

Guillermo Tolosa, CIO , ICBC Argentina

Business Challenge

Advances in digital services and personalized banking experiences create a challenge for established banks such as the Industrial and Commercial Bank of China (Argentina) S.A. The bank is looking at AI for offering a better and more personalized service for its customers.


ICBC Argentina turned to IBM to achieve a faster digital transformation. The bank is deploying a multicloud-based AI platform as a service (PaaS) solution that incorporates AI from IBM Watson Analytics and IBM Watson Assistant. The bank has seen a 30 percent decrease in the number of calls to its call center since deploying a Watson Assistant chat function. As the first bank to incorporated Watson Analytics into its ATM maintenance to predict machine failures, ICBC Argentina has increased the availability of its self-deposit machines by 4 percent. The bank is now taking the benefits of AI and translating them into better and more personalized service for its customers.

Solution Category

  • AI/Watson