Bank of Cyprus, Avenga, and Microsoft Usher in a New Era of Conversational Banking with Agentic AI

The Bank of Cyprus is proud to announce the signing of a strategic partnership with Avenga for the co-development of a cutting-edge and extensible digital platform that leverages Agentic AI and the full capabilities of Microsoft Azure AI services.
This initiative marks a significant milestone in the Bank’s long-term transformation journey and further strengthens its commitment to delivering innovative, customer-centric digital experiences.
The collaboration forms part of the Bank’s multi-year cloud strategy, built in close cooperation with Microsoft, aimed at accelerating digital modernization, enhancing resilience, and enabling more intelligent and personalized customer services across all touchpoints.
With today’s announcement, the Bank of Cyprus positions itself once again at the forefront of innovation, officially unveiling its Conversational Banking initiative—a transformative project that will redefine how customers interact with the Bank.
A New Era of Conversational Banking
The platform will be fully aligned with the Bank’s customer-centric strategy and will allow customers to use natural language to interact with the Bank directly through the Bank of Cyprus mobile app—making banking as simple and intuitive as having a conversation. Customers will be able to perform transactions, access services, receive guidance, and obtain support through conversational, AI-powered interactions.
Security, Transparency, and Human-Centric Design
The Bank emphasises that the highest standards of transparency, privacy, and security will be embedded, ensuring full customer trust and safety in every interaction.
It is worth noting that despite the strong integration of AI, human support will remain a fundamental element of the customer experience. Trained call center agents will continue to be available to assist customers—now working even faster and more efficiently through the support of internal AI assistants that enhance their ability to resolve queries and deliver high-quality service.
George Kousis, Executive Director, Technology & Operations, Bank of Cyprus, stated:
“We are thrilled to announce this strategic collaboration with Avenga and Microsoft, which marks a significant milestone in our journey to transform the customer experience. This initiative will revolutionize how our customers interact with the bank by introducing a conversational interface that allows them to transact and access services seamlessly through natural language on our mobile app. Leveraging the latest advancements in Artificial Intelligence, including AI Agents, we aim to deliver personalized, best-in-class service while maintaining the highest standards of transparency and security. Importantly, human support will remain a cornerstone of our approach—our call center agents, empowered by internal AI assistants, will continue to provide the same exceptional service, now even faster and more efficiently. This partnership reflects our unwavering commitment to a customer-centric strategy and to shaping the future of banking.”
Dimitris Chouchoulis, Chief Transformation Officer, Bank of Cyprus, added:
“Banking is changing because people are changing. Today, customers want things to be easy, fast, and personal. With our new partnership with Avenga and Microsoft, we’re making banking as simple as a conversation—anytime, anywhere. This isn’t just new technology; it’s a new era that puts people first, adapts to their lives, and anticipates their needs. We’re building the future, and it starts now.”
Mike Crosby, Director of Business Development – Banking and Financial Services, Avenga, commented:
“At Avenga, we see this partnership as more than a technology initiative – it’s a chance to reshape how people connect with their bank. Together with the Bank of Cyprus and Microsoft, we are building a conversational banking platform that doesn’t just respond to customers but truly understands them. This is the kind of work that moves the industry forward: human-centric, deeply secure, and powered by Agentic AI. We’re proud to bring our vast expertise to a project that will set new standards for digital banking in Europe and beyond. Our collaboration with the Bank of Cyprus and Microsoft is an amazing opportunity to build something that will improve digital banking today, redefining what people expect tomorrow.”
Yanna Andronopoulou, Microsoft General Manager for Greece, Cyprus, Malta, said: “our collaboration with Bank of Cyprus and Avenga is leveraging the power of Agentic AI and Microsoft Azure to create seamless, secure, and truly human-centric banking experiences. This partnership not only accelerates digital transformation in the financial sector but also sets a new standard for customer engagement, trust, and innovation in Cyprus and beyond.”