KIM 3.0: The Self-Service Avatar for the Sparkasse

What is KIM 3.0?

KIM 3.0 is an agentic self-service avatar for banks and savings banks that guides customers through genuine banking processes in the branch and handles them end to end. She is in production at more than 25 savings banks, FI-supported (Finanz Informatik), and communicates in more than 100 languages.

The decisive difference compared to earlier versions lies in the word “agentic”: predecessor versions were primarily dialogue-based — they could answer questions but could not complete processes on their own. KIM 3.0 triggers processes in downstream systems and handles cases end to end. Thanks to the latest AI working behind the scenes, the communication between customer and KIM feels much more natural and works noticeably faster.

KIM 3.0 can be deployed at several touchpoints: on the self-service kiosk in the branch, as “KIM to go” via QR code on the smartphone, on the Sparkasse website from home, and in combination with the FI video advisory kiosk.

Which tasks does KIM 3.0 handle in the branch?

KIM 3.0 handles recurring service requests at the service point end to end — that is, completely, without tying up a staff member. The customer confirms secure steps directly on their own device.

Typical tasks include:

Complex advisory topics such as loans or securities are routed by KIM in a structured way to the relevant advisor — including pre-qualification, so the conversation starts well informed. Beyond that, KIM handles a wide range of further end-to-end processes that can be set up individually for your institution via the configuration page.

• Set up and unlock online banking
• Install the banking app
• Block cards and order a replacement card — including mobile wallet
• Provide account information
• Find branches and provide wayfinding within the branch
• Multilingual pre-qualification for advisory appointments

How does an agentic avatar differ from a chatbot?

A classic banking chatbot answers questions — an agentic avatar like KIM 3.0 gets the task done. KIM does not just hold dialogues but completes processes without a staff member having to step in.

A classic chatbot answers FAQ-like questions, refers customers to websites or hotlines, and hands open topics over to staff — it lacks the action layer to trigger something itself. KIM 3.0, by contrast, carries out processes end to end, guides customers safely all the way to completion, and only hands over when it is truly necessary.

A practical example: if a customer is standing in the branch with their access letter and gets stuck with online banking, KIM shows the steps on screen, walks them through the setup, and completes the process — without tying up a staff member. With a lost card, KIM takes down the request, initiates the block, and opens the secure confirmation step directly on the customer's smartphone, where the case is confirmed end to end.

How does KIM 3.0 help with language barriers and easing staff workload?

KIM 3.0 responds in more than 100 languages and switches seamlessly into the customer's language — for example Turkish, Ukrainian, or Arabic. This way, international customers are understood without anyone on the team having to translate; KIM conducts the preliminary conversation and hands over to the advisor in a structured way.

At the same time, KIM eases the load on the service point: routine requests such as online banking, app installation, card-related topics, or directions are handled by the avatar end to end. Your staff can focus on the advice that only they can provide. Because KIM is not bound by opening hours, customers can also block their card, set up online banking, or find a branch after business hours — around the clock.

Personal contact is preserved as well: if a customer with an appointment is in the branch, KIM documents their arrival and contacts the relevant person — for example by calling the bank advisor. This creates a direct line without waiting at reception. Operation is by voice or touch, with text-to-speech and speech-to-text and high-contrast display in line with the BFSG (German Accessibility Strengthening Act).

Is KIM 3.0 GDPR and DORA compliant?

Yes. KIM 3.0 is hosted in Germany and meets the Sparkassen-Finanzgruppe's requirements for data protection and IT security. All data stays within the EU.

The relevant requirements — in particular from DORA (Digital Operational Resilience Act) and the GDPR — are accounted for in the architecture and workflows. KIM is FI-supported, which makes operating within the familiar Sparkasse IT world easier.

How does the rollout at a Sparkasse work?

The rollout of KIM 3.0 runs in four phases and is live within a maximum of eight weeks. Humanizing handles the technical setup and rollout together with your Sparkasse.

The starting point is an initial conversation of about 30 minutes with a live demo at a reference Sparkasse, including a configuration proposal as a basis for the decision. In the configuration phase, KIM is tailored to your institution — processes, languages, content, and interfaces via your institution's configuration page. KIM then goes into production at the first location (go-live), before the rollout to further branches follows; templates from the first location shorten every additional branch to just a few weeks.

A test phase is possible but not necessary: with more than 25 savings banks in production, the experience is already there. The base license including support — negotiated via Finanz Informatik — is €649 per month and location, including all modules, plus a consumption-based pricing model.

• Phase 1 (week 1): Initial conversation & demo at a reference Sparkasse
• Phase 2 (weeks 2–5): Configuration for your institution
• Phase 3 (by week 8): Go-live at the first location, including staff training
• Phase 4 (afterwards): Rollout to further locations via templates