{"componentChunkName":"component---src-templates-post-js","path":"/pko-bp-ma-pierwszego-agenta-ai-szybciej-odpowie-na-maile-klientow/","result":{"data":{"mysqlPost":{"id":"mysql__Post__94353","ID":94353,"post_date":"2026-08-06T04:03:56.000Z","post_modified":"2026-08-06T08:31:56.000Z","lead":"Nowe rozwiązanie analizuje wiadomości od klientów, rozpoznaje temat zgłoszenia i kieruje je do odpowiednich zespołów.","post_content":"<p>Do banku co miesiąc trafiają dziesiątki tysięcy e-maili. Dotychczas pracownicy ręcznie analizowali treść każdej wiadomości, określali jej temat, przypisywali odpowiednią kategorię i przekazywali do właściwej jednostki. Część tych czynności przejął teraz agent AI.</p><h2 style=\"text-align: left;\">Sztuczna inteligencja przejmuje część pracy w PKO BP</h2><p>System automatycznie analizuje treść wiadomości, identyfikuje rodzaj sprawy, klasyfikuje zgłoszenie i proponuje dalszy sposób jego obsługi. Dzięki temu pracownicy mogą poświęcić więcej czasu na rozwiązywanie bardziej skomplikowanych problemów klientów, zamiast wykonywać powtarzalne czynności administracyjne. Bank wskazuje również, że automatyzacja ogranicza ryzyko błędów związanych z ręczną klasyfikacją korespondencji.</p><p>Nowe rozwiązanie działa w modelu „human in the loop”, co oznacza, że <a href=\"https://fintek.pl/aktualnosci/sztuczna-inteligencja/\">sztuczna inteligencja</a> jedynie wspiera pracowników, natomiast ostateczne decyzje pozostają po stronie człowieka. Bank podkreśla także, że agent funkcjonuje we własnym środowisku technologicznym i działa zgodnie z wewnętrznymi standardami bezpieczeństwa oraz określonym zakresem uprawnień.</p><p>Wdrożenie jest elementem realizowanej przez <a href=\"https://fintek.pl/aktualnosci/pko-bp/\">PKO BP</a> strategii AI Everywhere, zakładającej szersze wykorzystanie sztucznej inteligencji zarówno w obsłudze klientów, jak i procesach wewnętrznych. Do końca 2026 roku bank planuje uruchomić jeszcze 30 agentów AI.</p><p>Nowe rozwiązania mają wspierać m.in. obsługę reklamacji, procesy związane z cyberbezpieczeństwem, ochroną transakcji klientów oraz obsługę posprzedażową. Według banku kolejne systemy będą mogły być wykorzystywane również w innych obszarach działalności.</p><p>PKO BP rozwija również własny ekosystem narzędzi opartych na sztucznej inteligencji. Jednym z nich jest wewnętrzny asystent szukAI, który pomaga pracownikom wyszukiwać informacje w dokumentach bankowych. Korzysta z niego już ponad 16 tys. użytkowników. Bank rozwija także platformę Document Intelligence do automatycznego przetwarzania dokumentów z wykorzystaniem technologii OCR i modeli generatywnych oraz własne modele językowe przeznaczone do zastosowań finansowych.</p><p>Jakiś czas temu informowaliśmy, że <a href=\"https://fintek.pl/agent-ai-zrobil-zakupy-za-klienta-pko-bp-mbank-i-visa-przetestowaly-nowe-rozwiazanie/\">PKO Bank Polski i mBank, wspólnie z Visą, przeprowadziły pierwsze zakupy internetowe zainicjowane przez Agenta AI działającego w imieniu posiadacza karty płatniczej</a>. Test został zrealizowany w ramach europejskiego programu Visa Agentic Ready, którego celem jest sprawdzenie, jak sztuczna inteligencja może wspierać zakupy online.</p>\n","post_title":"PKO BP ma pierwszego agenta AI. Szybciej odpowie na maile klientów","post_excerpt":"PKO Bank Polski uruchomił pierwszego w swojej organizacji agenta sztucznej inteligencji wspierającego obsługę korespondencji e-mailowej. Nowe rozwiązanie analizuje wiadomości od klientów, rozpoznaje temat zgłoszenia i kieruje je do odpowiednich zespołów. Według banku ma to skrócić czas obsługi wiadomości nawet o 70 proc.","post_name":"pko-bp-ma-pierwszego-agenta-ai-szybciej-odpowie-na-maile-klientow","nofollow":0,"postterms":[{"term_id":8,"name":"Najnowsze wiadomości ze świata Fintechu","slug":"aktualnosci","parent_slug":null},{"term_id":10760,"name":"PKO BP","slug":"pko-bp","parent_slug":"aktualnosci"},{"term_id":10776,"name":"Sztuczna Inteligencja","slug":"sztuczna-inteligencja","parent_slug":"aktualnosci"},{"term_id":11434,"name":"Bankowość","slug":"bankowosc","parent_slug":"aktualnosci"}],"author":{"display_name":"Rafał Tomaszewski","user_nicename":"rafal-tomaszewski","mysqlImage":{"childImageSharp":{"fluid":{"base64":"data:image/webp;base64,UklGRpoAAABXRUJQVlA4II4AAACwBACdASoUABQAPtFcp04oJSOiKAqpABoJQBOgAjZ7gm+qjFmHdCTLrxICOKoAAP6NN+vCgOmxZ406vDMX+cQWeD6gp+tkt+FfD/KC4T/UpV3Hngrs0LDrFQQVaO5wKwzsUShe5TVZsO6jMlTo21sE8B069wMarJ9NtEPN4WtQq2uWwM1AbjIR6dh1AAAA","aspectRatio":1,"src":"/static/7e5fce5fb8dc8720bf045020a5fbcd56/ff02b/rafal-tomaszewski.webp","srcSet":"/static/7e5fce5fb8dc8720bf045020a5fbcd56/8d998/rafal-tomaszewski.webp 25w,\n/static/7e5fce5fb8dc8720bf045020a5fbcd56/48562/rafal-tomaszewski.webp 50w,\n/static/7e5fce5fb8dc8720bf045020a5fbcd56/ff02b/rafal-tomaszewski.webp 100w,\n/static/7e5fce5fb8dc8720bf045020a5fbcd56/1c591/rafal-tomaszewski.webp 150w,\n/static/7e5fce5fb8dc8720bf045020a5fbcd56/a4d7d/rafal-tomaszewski.webp 200w,\n/static/7e5fce5fb8dc8720bf045020a5fbcd56/dea5e/rafal-tomaszewski.webp 440w","srcWebp":"/static/7e5fce5fb8dc8720bf045020a5fbcd56/ff02b/rafal-tomaszewski.webp","srcSetWebp":"/static/7e5fce5fb8dc8720bf045020a5fbcd56/8d998/rafal-tomaszewski.webp 25w,\n/static/7e5fce5fb8dc8720bf045020a5fbcd56/48562/rafal-tomaszewski.webp 50w,\n/static/7e5fce5fb8dc8720bf045020a5fbcd56/ff02b/rafal-tomaszewski.webp 100w,\n/static/7e5fce5fb8dc8720bf045020a5fbcd56/1c591/rafal-tomaszewski.webp 150w,\n/static/7e5fce5fb8dc8720bf045020a5fbcd56/a4d7d/rafal-tomaszewski.webp 200w,\n/static/7e5fce5fb8dc8720bf045020a5fbcd56/dea5e/rafal-tomaszewski.webp 440w","sizes":"(max-width: 100px) 100vw, 100px"}}}},"postmetas":[{"meta_key":"_yoast_wpseo_primary_category","meta_value":"11434"},{"meta_key":"wpcf-top-kategoria","meta_value":"0"},{"meta_key":"wpcf-wstep","meta_value":"Nowe rozwiązanie analizuje wiadomości od klientów, rozpoznaje temat zgłoszenia i kieruje je do odpowiednich zespołów."},{"meta_key":"wpcf-bez-obrazka","meta_value":"0"},{"meta_key":"_yoast_wpseo_newssitemap-exclude","meta_value":"off"},{"meta_key":"_yoast_wpseo_newssitemap-genre","meta_value":"a:0:{}"},{"meta_key":"_yoast_wpseo_newssitemap-standout","meta_value":"off"},{"meta_key":"_yoast_wpseo_newssitemap-editors-pick","meta_value":"off"},{"meta_key":"_yoast_wpseo_focuskw","meta_value":"PKO BP agent AI"},{"meta_key":"_yoast_wpseo_title","meta_value":"PKO BP ma pierwszego agenta AI. 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