Ameriabank took part in the international 4Future Banking 2026 conference, where it presented its technology solutions for customer service and customer experience management. The event brought together representatives of the financial, banking and technology sectors to discuss key trends in financial services, the impact of new technologies on banking, and the opportunities shaping future financial ecosystems. The conference’s central theme was “Integrated Customer Experience: The Ecosystem of the Future.”
Speaking to journalists on the sidelines of the event, Elen Danielyan, head of Ameriabank’s customer experience management and integration tribe, said the bank’s NPS, or Net Promoter Score, has reached 75% as a result of innovation and sustained work. She said the figure shows that customers are satisfied both with the contact center staff and with the solutions offered by the bank.
Danielyan outlined several of the tools behind that result. One of them is Between, a project developed by Team Solutions and introduced at the bank’s contact center in 2021. According to her, the system is integrated with all of Ameriabank’s platforms and helps automate communication with customers. It initially supported inbound and outbound calls, but its functions were gradually expanded in line with rising customer demand and broader technological progress.
Among the additions is an IVR service, an interactive voice menu that automatically greets callers and routes incoming calls without operator involvement. This allows customers to handle simple requests on their own and receive answers to common questions, such as checking an account balance, blocking a card, including from abroad, or finding out the remaining balance on loan obligations.
Danielyan said the approach works well for straightforward requests. For more complex issues, Ameriabank has introduced a model based on dedicated customer service teams, with each client routed according to the problem raised and the customer segment involved. She noted that the change was made two years ago and has produced positive results. Over the past year, calls to the contact center increased by 30%, while the bank’s customer base grew by 50%.
At the conference, Danielyan also presented Ameriabank’s voice-based customer identification service. She said that when a customer calls, the bank can identify them within seconds using AI-based solutions. She also spoke about Ameriabank’s online minute-by-minute monitoring system, which is designed to improve customer experience. If waiting times rise in a particular area, the bank increases specialization and resources there to handle that flow more efficiently.
Team Solutions director Tatevik Avagyan said the purpose of the Between project is to connect the customer and the business while automating internal processes and integrating them with other systems. She said the product has already been deployed in several banks, at Team Telecom Armenia, and in a number of government agencies as a hotline solution. Avagyan added that Team Solutions is now entering the Irish market with Between, a product built entirely by Armenian developers, expanding its geographic reach.
Shavarsh Voskanyan, head of Ameriabank’s IT support tribe, told journalists that one of the main challenges of digitalization is not just technology itself but mindset. In his view, such processes should begin with a change in thinking rather than being limited to technical training. He said Ameriabank set out to create independent product teams capable of building interoperable digital products, setting their own goals and proposing solutions without relying on vendors or third parties. According to Voskanyan, those teams are now in place, operating, and already delivering visible results.
He added that the bank started these processes earlier than many others, which already gives it an advantage. Over the past two years, Ameriabank has recorded 30-40% growth in both daily active users and monthly active users, which he described as a strong result.
The organizer of 4Future Banking is Early One. Its founder, Gevorg Safaryan, told journalists that as a technology company in Armenia, Early One works with nearly all Armenian banks, telecom companies and a range of other organizations. After that success, he said, the company began exporting its solutions, and its systems are now deployed in ten countries, including through devices manufactured in Armenia. Safaryan said that experience led to the creation of the conference, with the aim of bringing together foreign banks and Armenian technology companies, encouraging knowledge exchange, and presenting Armenia internationally not only as a tourist destination but also as a producer and exporter of technology.
The 4Future Banking conference is being held for the fifth consecutive year and features guests and speakers from eight countries.
