Suat Bakkal is the CEO of BKT Kosova.
Artificial intelligence (AI) is more than a buzzword—it is a strategic tool reshaping the way banks operate, serve customers and manage risks. At my company, we see AI as a transformative force, particularly in a market that is developing rapidly and seeking inclusive, efficient financial solutions. Embracing AI can allow you to move beyond legacy systems and build a financial environment that is more responsive, accessible and secure.
Transforming Customer Experience With Personalization
Banking used to be rigid and uniform. Today, thanks to AI, banks and lenders can provide experiences that are personalized, efficient and responsive. AI tools help analyze customer behavior, financial habits and preferences to deliver tailored services that meet individual needs.
At my company, we are investing in AI-driven tools that allow for more customized product offerings and smarter customer engagement. Digital banking platforms can be enhanced with intelligent systems that recommend services based on user behavior, making banking more intuitive. Additionally, AI-powered chatbots and virtual assistants can help offer 24/7 support for customers, reducing friction and improving satisfaction.
In Kosovo, where many citizens are digitally connected but still face financial exclusion, this kind of personalization helps my company reach new segments and deliver services that were previously unavailable or too complex to access. AI is not replacing human connection—it is enhancing it by offering faster, smarter and more convenient support.
Reinventing Risk Management
Risk management is the cornerstone of financial stability. Traditional methods often rely on manual reviews and historical data. With AI, banks and lenders can shift to predictive, real-time analysis. Machine learning models can analyze transaction patterns and flag anomalies, enabling proactive fraud detection and faster responses.
In assessing creditworthiness, AI allows banks and lenders to go beyond traditional credit scores by evaluating alternative data, such as payment histories and transactional behavior. This opens up credit access for individuals and small businesses who may have previously been excluded from the formal financial system due to a lack of conventional credit history.
This is particularly valuable in Kosovo, where financial literacy and access to credit are still evolving. AI can make lending decisions fairer, faster and more inclusive, allowing companies to serve a broader cross-section of the population with confidence.
Enhancing Compliance And Operational Efficiency
AI can also help streamline regulatory compliance and internal operations. Through intelligent document processing and automated reporting, you can meet know-your-customer (KYC) and anti-money-laundering (AML) requirements with greater accuracy and less manual effort. This not only enhances transparency but can also reduce costs and improve internal efficiencies.
By improving data accuracy and reducing human error, AI helps contribute to stronger governance and a more resilient banking infrastructure. In Kosovo’s growing financial ecosystem, these improvements support the broader goals of trust and institutional maturity.
Ethical Responsibility And The Road Ahead
AI comes with powerful capabilities but also significant responsibilities. It’s important to commit to ensuring that AI systems are ethical, transparent and fair. Recognize the importance of data privacy and building safeguards to better ensure that customer information is protected.
It’s also important to understand the risks of algorithmic bias and work to ensure that AI enhances inclusivity rather than reinforcing disparities. Responsible AI governance is a priority, and we all must aim to use technology to serve all segments of society equitably.
The information provided here is not investment, tax or financial advice. You should consult with a licensed professional for advice concerning your specific situation.
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