ArmInfo. Ameriabank participated in the international conference 4Future Banking 2026, presenting the bank's technological and customer experience solutions. The event brought together representatives from the financial, banking, and technology sectors to discuss key developments in the financial sector, the impact of new technologies on banking services, and new opportunities for shaping the financial ecosystems of the future. The key topic of the event was "Integrated Customer Experience: The Ecosystem of the Future."
On the sidelines of the conference, Elen Danielyan, Head of Customer Experience Management and Integration at Ameriabank, told reporters that as a result of the implementation of innovative technologies and consistent work, the bank's NPS (Net Promoter Score) is 75%. "This indicates that customers are satisfied with our contact center staff and the solutions we offer," she noted. In this regard, Danielyan discussed specific solutions that contributed to this result. First, the tribe leader presented Team Solutions' "Between" project, which has been implemented in the bank's contact center since 2021. This system automates customer communications, as it is integrated with all Ameriabank systems.
"This contact center initially helped us receive incoming and make outgoing calls, but we gradually expanded to other areas with Team Solutions, taking into account growing customer needs and technological advancements." "In particular, we've implemented an IVR service—an interactive voice menu system that automatically greets calling clients and routes incoming calls without operator intervention, allowing them to take action and get answers to their questions," she explained, noting that this includes, for example, calls to check account balances, block cards, including from abroad, inquire about loan balances, and more. This approach, she explained, is applicable to simple inquiries; in other cases, Ameriabank has implemented an approach of dedicated customer service teams that select clients based on the problem raised and their segment. "We made this change two years ago, and the results are very positive," Danielyan noted. She also noted that the number of calls to the contact center has increased by 30% year-on-year, while the customer base has grown by 50%. At the conference, Danielyan presented Ameriabank's voice-based customer identification service. "When a customer calls, we can identify them in seconds using appropriate AI solutions," she noted. The tribe leader also discussed the capabilities of Ameriabank's online, minute-by-minute monitoring system, which is also aimed at improving the customer experience. "If we see an increase in wait times for a specific issue, we increase our specialization in that area to service that flow more effectively," Danielyan shared.
Team Solutions Director Tatevik Avagyan, speaking with journalists about the Between project, noted that its essence lies in connecting clients and businesses, while also providing the ability to automate internal processes and integrate them with other systems. "Our product has been implemented in several banks, Team Telecom Armenia, and a number of government agencies to serve citizens—as a hotline solution," she noted. The company's director also announced that Team Solutions is expanding its Between product, created entirely by Armenian developers, into the Irish market.
Shavarsh Voskanyan, Head of IT Support at Ameriabank, spoke with journalists about the challenges of digitalization. Answering a question from an ArmInfo correspondent, he noted that all these processes must begin with a change in mindset, and not limit themselves to simply providing technological knowledge. "We began with this understanding, while others began developing specialized knowledge. But in this case, employees become conflicted because, while applying one approach or another, they haven't changed their thinking," Voskanyan said. He also noted that Ameriabank has achieved its digitalization goals, namely, having independent product teams creating digital products that interact. "It's important for these teams to be a body that can independently set goals and propose solutions, without dependence on vendors and third parties. We have these teams working, they're formed, and the results are already evident," Voskanyan said. Considering that Ameriabank began all these processes somewhat earlier, even formally, this, according to the head of the IT support tribe, already gives the bank an advantage. The results speak for themselves – over the past two years, the bank has seen a 30-40% increase in daily active users and monthly active users, which is quite a good indicator.
It's worth noting that 4Future Banking is organized by Early One. Its founder, Gevorg Safaryan, told reporters that, as a technology company in Armenia, they work with virtually all Armenian banks, telecommunications companies, and a number of other organizations. "Following this success, we began exporting our solutions: our systems, including devices manufactured in Armenia, have already been implemented in ten countries." "Following these successes, we created our conference with the goal of attracting foreign banks and Armenian technology companies to network, exchange knowledge, and best represent Armenia on international platforms, so that we are perceived not only as a tourist destination but also as a country producing and exporting technology," he said.
It's worth noting that the conference, which is being held for the fifth year in a row, is featuring guests and speakers from eight countries, including Germany, Moldova, Russia, Georgia, and others. As part of the event, Ameriabank's IT Support Tribe Director participated in the panel discussion "From Banks to Tech Companies: Building Tomorrow's Fintech Ecosystem." The discussion focused on the transformation of banks from traditional financial institutions into technology companies and other topics. The event also featured a presentation of the joint Ameriabank x Between case study: Rethinking Customer Experience in Banking, featuring Tatevik Avakyan, Head of Team Solutions, and Helen Danielyan, Head of Ameriabank's Customer Experience Management Tribe. The speakers presented how, based on Ameriabank's experience, the Between product was developed and applied in the context of rethinking customer experience. The 4Future Banking 2026 program also included discussions on artificial intelligence, Open Banking, end-to-end automation, data analytics, digital transformation, and security.
