Digitalization is the thread that connects the client with the bank

Everyday habits of the people have changed due to new technologies - for example, many now use apps to remind themselves to drink enough water or reach their recommended step count, shopping has shifted online for many as well, so instead of browsing shelves in shopping malls, they scroll through virtual boutiques. Modern technologies have expanded the possibilities available to individuals and made adapting them to daily habits even more simple. In practice, this means that the clients now expect a digital experience from their bank that is just as simple and intuitive as the one they get from a streaming service.

Digital banking services have already become a basic expectation. Clients no longer ask if a bank offers embanking services, but what they can actually do through these digital services without visiting a branch.

AikBank, the largest privately owned bank in Serbia, provides solutions that prioritize convenience and accessibility for all client segments - individuals, entrepreneurs, small and medium-sized businesses, and corporations. As a bank that understands digitalization as a business priority, AikBank introduced several innovations to the market in 2025 alone:

• Electronic transfer of FX savings, directly from one account to another, without the client having to go to the bank or carry their money from one branch to another. As an additional incentive to choose this safe method of transferring savings, AikBank covers the transfer costs. This the first bank in Serbia to provide this, and coupled with various term and sight deposit options, it is clear why this bank is recognized as a leader in savings for both individuals and businesses.
• Cash loans without documentation, allowing clients to apply with only their ID card, while the bank retrieves all necessary documents from central registries. The entire verification and the approval process can be completed in just one hour. For loans up to 1,200,000 RSD, the entire application and approval process is done within the mBanking app in only seven minutes.
• Salary in advance, a unique service enabling clients to receive their salary up to seven days before the official pay date. The application process is digital, completed within the mBanking app and available to clients who receive their salary through AikBank.
• For businesses of all sizes, there is Biz Assistant – a service that allows clients to handle the most common banking tasks quickly and easily, without visiting a branch.

The banking of the future

One of the main topics in recent years has been the application of artificial intelligence. Although the use of this technology is still in its early stages, AI enables certain processes to be automated, improved, with the reduced risk of error. With careful implementation across different processes – from request processing to data handling – banks can deliver faster and more comprehensive service to the end user.

Modern banks aim to optimize operational costs through transformation and digitalization, while educating clients about the benefits of new technologies to enhance user experience by making services and products more diverse and accessible.

Personalization and tailoring products and services to each customer individually has emerged as a major trend driven by client expectations – and this is where artificial intelligence has found its role. AI allows banks not only to respond to client needs but also to anticipate them. By analyzing spending patterns, saving behaviors, and market trends, predictive AI enables banks to shift from reactive operations to proactive personalization. Beyond better user experience, this also means greater support, higher security for clients, and a redefined relationship between banks and their customers.

AI in banking in Serbia is still used somewhat modestly, primarily for automating back-office processes and processing large amounts of data to deliver personalized offers. However, these are still isolated use cases, and AI is yet to scale. AikBank is working on AI-driven solutions in IT and product development, as these are currently the most meaningful areas for applying such technology. A great example is the development of a local AI-powered knowledge hub designed to help new employees quickly and efficiently become familiar with the system.

The widespread implementation of AI in banking is only a matter of time. AI now holds significant transformative potential. It will undoubtedly make banking operations easier and more efficient, and enhance user experience, because ultimately, everything we do is aimed at providing the best service to existing clients and staying relevant for generations to come.

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