Today’s financial services CTOs are under mounting pressure to modernize offerings, drive engagement, strengthen compliance and scale operations–all without introducing new risk. Intelligent Virtual Assistants (IVA) and AI-powered chatbots offer a fast, controlled way to deliver on these imperatives.

For CTOs leading modernization efforts, the question is no longer whether to implement chatbots and IVA, but how to position these investments for maximum enterprise value and leadership buy-in.

Solutions like Galileo’s Cyberbank Konecta–a next-generation, AI-powered conversational engagement platform–make it easier for financial institutions to deploy compliant, intelligent IVA that scale service, strengthen customer loyalty and support broader digital strategies.

Here are five ways fintech and banking CTOs can effectively advocate for chatbot and IVA deployment:

1. Position IVA as Core to Digital Banking Modernization

IVA is not a side project–it’s foundational to the next generation of banking infrastructure. Modern IVAs provide scalable, 24/7 customer service without expanding human staffing levels, integrating directly with core banking systems, CRM platforms and digital account management tools.

Critically, these tools bridge the gap between mobile, web and back-office operations — supporting seamless omnichannel experiences. IVA plays a key role in protecting customer relationships while increasing operational agility.

Given these dynamics CTOs can position IVA as a strategic modernization lever that strengthens digital resiliency and positions the institution to compete more effectively.

2. Quantify Cost Optimization and Service Scalability

Scaling customer support through traditional methods–hiring and training more agents–is a costly and increasingly unsustainable path. IVAs deliver immediate operational efficiencies.For midsize to large banks, this can translate into millions of dollars in annual savings, while also reducing average handle times and queue abandonment rates.

Platforms like Cyberbank Konecta not only automate routine inquiries but are also designed to intelligently escalate complex issues to live agents, optimizing service workflows and maximizing both efficiency and customer satisfaction.

CTOs should position IVA not just as a cost-saving measure, but as a capacity multiplier aligned to banking’s elastic service demands.

3. Strengthen Data, Personalization, and Risk Insights

Every interaction with an IVA generates structured conversational data for banks–a valuable resource often overlooked in early-stage deployments. This data can be leveraged to strengthen fraud detection and identity verification, personalize product offers and customer journeys and improve AML/KYC compliance.

Cyberbank Konecta is built to capture, structure and surface customer interaction data in ways that empower institutions to deliver smarter, safer and more personalized experiences over time.

CTOs can frame IVA not only as a service automation tool but as a critical contributor to broader data strategy, risk management and customer experience initiatives.

4. Show Regulatory Alignment and Controlled Risk Management

With financial services facing heightened regulatory scrutiny, leadership teams are intensely concerned  with the security and compliance of virtual channels. CTOs must proactively address these concerns, emphasizing that leading IVA solutions are designed to accommodate key security and compliance principles such end-to-end data encryption of conversational data, comprehensive audit trails for automated decisions and escalations and configurable guardrails to identify and escalate sensitive topics to live agents.

Cyberbank Konecta was purpose-built for financial services, embedding critical security, compliance, and privacy features that allow institutions to maintain full governance across automated and live interactions.

When framed correctly, IVA becomes a tool for improving–rather than risking–regulatory compliance, while maintaining full auditability across customer journeys.

5. Tie IVA to a Roadmap for Scalable, AI-Driven Growth

Today’s chatbots are not the endgame; they are the gateway for ongoing technological transformation in banking. As such, investing in IVA lays the foundation for a broader AI-driven, future-ready service model, enabling capabilities such as predictive customer support, intelligent routing of service requests, proactive fraud alerts and financial wellness nudges tailored to individual needs Chatbots and Intelligent Virtual Assistants are designed with extensibility in mind, allowing financial institutions to build upon conversational engagement to power deeper AI-driven personalization, risk monitoring and operational forecasting initiatives over time.

Deploying IVA now helps financial institutions future-proof service delivery while positioning them to differentiate on experience, not just product.

Ready to gain a competitive edge with AI chatbots?

Chatbots and Intelligent Virtual Assistants represent far more than an incremental improvement in customer service; they are a foundational investment in scalable, compliant AI-driven banking innovation. These platforms empower CTOs to move faster, deliver smarter service, and strengthen enterprise-wide data strategies–all while reducing operational risk.

Contact Galileo to learn how Cyberbank Konecta can power innovation for your bank.