Tech & AI

How we use AI to simplify customers’ everyday banking

Technology, data and AI are key accelerators in Nordea's 2030 strategy, helping us deliver faster, more personalised and more intuitive services for our customers. "By applying AI strategically, we simplify processes, scale our best solutions across the Nordics, and give our teams more time to provide the expert guidance our customers deserve," says Sara Mella, Head of Personal Banking.

Mother attempts to check phone during chaotic family life

Banking shouldn't be complicated. That’s why we’re responsibly applying AI to transform how our customers manage their money – from mortgages and loans to savings and payments. Behind the scenes, we are automating repetitive tasks and enhancing decision-making so our people can focus on what truly matters: helping customers make smart financial choices.

Sara Mella, Head of Personal Banking.

"By applying AI in the right places, we can simplify processes, turn strong local solutions into Nordic-wide capabilities, and free up time for our advisors to focus on what matters most: helping our customers make good financial decisions," says Sara Mella, Head of Personal Banking.

AI you can trust

As the largest bank in the Nordics, our ambition is to be the leader when it comes to responsible AI, and our AI solutions are designed to be safe and trusted from the start.

AI brings exciting opportunities to banking but a financial institution must also carefully address the critical challenges that come with this, including data security. Nordea’s goal is to leverage AI as a positive force in banking whilst maintaining the highest standards when it comes to our customers’ data being safe, secure and compliant.

What customers can expect from AI in the coming years:

  • More personalised experiences: Get more relevant insights, offers and guidance tailored to your financial situation.
     
  • Effortless everyday banking: Enjoy better onboarding, simpler self-service options and proactive suggestions that anticipate your needs across mobile and web.
     
  • Faster answers: Smarter routing and conversational assistants that help you get responses quicker across all channels.
     
  • Expert human support: Our AI tools will help our advisors solve your questions and cases quicker, and with higher-quality support.

"We're scaling proven AI capabilities across all Nordic markets to create seamless, customer-focused experiences. Expect more personalised guidance, smarter self-service options, and enhanced support for our teams – all designed to give you faster resolutions and expert advice when you need it most. This is an exciting time to be reshaping banking," Sara Mella concludes.

 

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