İş Bankası tests conversational shopping AI agent in İşCep
The bank aims to combine finding products, adding them to the cart, and paying into a single flow. According to İş Bankası Executive Vice President Sezgin Lüle, however, user habits are still taking shape.
What's happening
According to Webrazzi, Türkiye İş Bankası has added a shopping agent to İşCep that lets users describe their needs by talking to it. Sezgin Lüle said the agent aims to bring together the steps of finding products, adding them to the cart, and paying, but that user habits are still taking shape. Lüle also stressed that whether users authorize AI agents to shop on their behalf depends on trust being established.
Whose desk it lands on
The executive in charge of digital channels. Before customers authorize an agent to shop on their behalf, what reassurances will they look for from you?
Our view
The CX Brief's interpretation, not a claim made by the source.
İş Bankası's shopping agent is still in a trial phase: Lüle says user habits have not yet formed. So the agent will be judged first on customers' willingness to authorize it to shop on their behalf, ahead of user numbers. According to Lüle, this willingness hinges on trust; investments in fraud prevention must advance hand in hand with innovations that simplify payment. Of course, merchant platforms should be asking themselves this: now that there are models that try to persuade consumers to buy, are there models ready to persuade the agent?
