How PSD Bank Nürnberg Successfully Uses AI with Lime Connect

PSD Bank Nürnberg is leveraging the advantages of AI support. With the help of a chatbot, they now automate nearly 70% of customer queries.

New expectations on banking services

PSD Bank Nürnberg is a cooperative private bank with approximately 150,000 customers who rely on it for traditional banking services.

In e-commerce, 24/7 availability has long been the standard. Now, consumers expect the same convenience from their bank, wanting to manage their finances online—ideally around the clock.

“Today’s customers expect consistent, time- and location-independent support. For us, there’s no way around meeting these expectations if we want to compete with the service levels of direct banks and other financial service providers,” says Jochen Hofmann, Senior Online Marketing Manager Website at PSD Bank Nürnberg.

“With Lime Connect, we can manage all processes within a single system, eliminating multiple logins and unifying user management”

Jochen
Hofmann

PSD Bank Nürnberg

A pioneer in digitalisation

While other banks address the challenges of rising customer expectations and service costs through mergers, PSD Bank Nürnberg chose early on to pursue a different strategy: expanding its digital customer communication. One of the key steps was introducing modern support channels, including a website chat and WhatsApp.

Although these channels were well-received, Jochen Hofmann noted that support via the two new chat channels was not yet running optimally. During evening hours, when customers often explore financial products or make transfers, neither live chat nor WhatsApp support was available.

Making service more efficient with chat software

The goal was to partially automate support, extending availability to evenings and weekends while reducing the workload during regular service hours.

As a financial institution, PSD Bank Nürnberg implements rigorous security measures, particularly regarding data protection when introducing new software. For this reason, ensuring that customer communication via WhatsApp and website chat complied with GDPR standards was critical to the decision.

After exploring the market, the bank quickly chose Lime Connect. This GDPR-compliant unified messaging solution stood out not only for its centralised inbox for website chat and WhatsApp but also for meeting the exact requirements outlined by the support team. These included:

chat routing
chatbot automation
a live chat feature

The live chat even allows conversations to continue asynchronously after hours or even days on the website.

“With Lime Connect, we can manage all processes within a single system, eliminating multiple logins and unifying user management. We can now also work asynchronously, no longer requiring immediate responses—especially on WhatsApp—thanks to seamless chat continuation,” says Jochen Hofmann.

The implementation of the new software went smoothly. Within just a few days, all team members were familiar with Lime Connect.

Working Faster Through AI Automation

In addition to the website chat and WhatsApp, they introduced a rule-based support chatbot. Named B.A.N.K.S.I, the bot handled common inquiries and only escalated chats to the service team when it couldn’t resolve them itself.

“Currently, the bot handles about 85–90% of inquiries, leaving the service team to handle only complex cases or respond to explicit customer requests”

Jochen
Hofmann

PSD Bank Nürnberg

24/7 Customer Support

Since this upgrade, customers can reach their bank 24/7 and receive instant support from B.A.N.K.S.I.

“Currently, the bot handles about 85–90% of inquiries, leaving the service team to handle only complex cases or respond to explicit customer requests,” explains Hofmann.

B.A.N.K.S.I’s Sales Potential

Hofmann is also proud of B.A.N.K.S.I’s ability to support sales. While primarily used for customer service, the AI bot has even facilitated the opening of a current account, enhancing the bank’s conversion rate.

Through Lime Connect’s dashboard, Hofmann can directly monitor customer satisfaction, including feedback, service ratings, and stored conversations. This allows the bank to continuously optimise the chatbot when necessary.

“One should not fear new technologies! With the AI Automation Hub, you don’t need programming knowledge. I was actually surprised by how easy it is to handle many of the functions. Of course, our bot doesn’t replace staff, but it helps alleviate their workload, especially during busy periods.”

— Jochen Hofmann, Senior Online Marketing Manager Website at PSD Bank Nürnberg

Future Plans

Looking ahead, Hofmann plans to use Lime Connect’s self-learning knowledge database to enhance the bank’s FAQ page. Lime Connect’s AI module, Smart FAQ, features a search function that suggests answers to website visitors as they type their questions.

“The solution is visually appealing, customisable, and optimised for SEO,” says Hofmann.

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This is PSD Bank Nürnberg

The PSD Bankengruppe is a German cooperative banking group consisting of 14 autonomous and independent financial institutions. PSD Bank Nürnberg is a cooperative bank focused on offering personalized financial solutions to individuals and families.