Ask your questions online via our chatbot or over the phone via our voicebot. Kim, our digital assistant is available 24/7 to answer your questions and provide help.
About our chat- and voicebot
Do you have questions about our services or a simple issue you’d like to sort out yourself? Kim, our digital assistant offers you quick, secure and easy support via the chatbot or voicebot. We are also still available to help you in person.
-
The chatbot allows us to provide our customers with quick, 24/7 assistance − even outside normal working hours.
-
The chatbot is based on a generative artificial intelligence model (similar to ChatGPT). This model learns to understand human language and give useful answers. It identifies contexts and generates a suitable response. Conversations with the chatbot use text input.
-
Yes. The chatbot, much like the advice provided by our customer advisors and specialists, is free of charge for you to use.
-
The chatbot can:
- Provide general information about our financial products and services
- Provide guidance on how you can handle specific problems yourself in e-finance and/or in the PostFinance App
- Provide you with direct links to topics or information
Please note that the chatbot never asks for sensitive data such as login details, passwords, account numbers and PINs.
-
The chatbot cannot:
- Provide information about account balances and/or transactions
- Issue recommendations or advice, e.g. investment consultations
- Activate subscriptions to financial products and services
- Share information about specific employees and/or forward the chat to a named individual
- Draw comparisons with other banks
Please note: the chatbot’s answers are AI-generated. Although the chatbot aims to provide error-free and up-to-date information, PostFinance cannot guarantee that statements will be correct, complete and current. The chatbot can provide only general information and is not a substitute for customer advice.
-
The chatbot is available in German, French, Italian and English. It answers questions in your preferred language.
-
Here are a few tips:
- Make your query clear and detailed, and write in full sentences
- If you have multiple questions, ask them one after another
- For guidance on using e-finance online banking or other services, please enter the device (smartphone, computer) you need support for
- If your query is more complex, it may help if you split it up into individual steps. The chatbot memorizes the context of the first question and takes this into account when answering your subsequent questions
- If you are not satisfied with an answer, try asking again. The chatbot can provide more specific information or explain it differently
- For specialized queries or sensitive, account-specific information, the chatbot will refer you to our Customer Center or the secure messenger function in e-finance
- Please note that the chatbot does not save any data. Each chat starts from scratch.
-
There are a few reasons for this:
- This can make talking to the chatbot a friendlier experience, because it allows the bot to address you by name
- If the chatbot is unable to help you, it is easier to forward your query to a customer advisor or specialist, because your identity has already been verified. Your query will then be forwarded as a message and answered within two working days.
-
Tell the chatbot it has not answered your query and try rephrasing it and/or being more specific.
If the chatbot is unable to answer your question, it will offer to forward you to a customer advisor.
-
We use the voicebot to provide our customers with quick, 24/7 assistance with questions and problems. The voicebot can handle multiple calls in parallel and attempts to establish your identity in advance. It also recognizes the nature of your request and makes an initial selection to forward you directly to the staff responsible. This saves time and ensures efficient handling of your inquiry.
-
The voicebot converts spoken language into text and processes it using artificial intelligence. The query is identified by the voicebot and either answered/resolved right away or forwarded to the relevant department. Conversations with the voicebot are spoken. When you call, please talk to the voicebot as if you were talking to a real person, and explain your query in clear, plain language.
-
The voicebot can identify the request and forward the call to the appropriate department or specialist in the Customer Center. We are continuously working to expand the voicebot’s functionality. In the future, it will be able to respond directly to simple requests and independently carry out certain tasks for you.
-
The voicebot is available in German, French, Italian and English. It answers questions in your preferred language.
-
Yes, you can. Our voicebot understands most Swiss German dialects very well. However, the bot’s own guidance, questions and answers are phrased in High German.
Privacy policy notices
PostFinance’s chat- and voicebot solutions use AI-supported language models. AI stands for artificial intelligence and refers to technologies designed to understand and respond to text or spoken content. The goal is to identify your query and provide appropriate answers or support.
Our language models use information from the public PostFinance website. If you are logged in or have been authenticated by phone, relevant information from your e-finance account or the PostFinance App can also be used.
Input and output (including personal data such as your name or e-mail address) that you provide when using self-service functions via the chatbot or voicebot are processed to provide the bot service and manage the PostFinance services you access. Your data is not used as training data to develop or refine AI models.
Data is generally processed in Switzerland. Processing of individual technical components, such as the voice output of the voicebot, can take place within the EU.
Please note that the chat- and voicebot are automated systems. We monitor the systems’ performance by checking their answers so that we can continuously improve their quality and reliability.
We update this information on an ongoing basis. Please check this site from time to time so you are familiar with the latest privacy practices.
For more information about the processing of your personal data and your rights, please refer to our Privacy Policy for websites and our General Privacy Policy for customers.
Conditions of use
Scope
These chatbot and voicebot conditions of use (hereinafter “conditions of use”) govern the business relationship between customers and PostFinance (PostFinance Ltd, Mingerstrasse 20, 3030 Bern, Switzerland; hereinafter “PostFinance”) within the context of customer support provided by the chatbot on the website postfinance.ch, in e-finance and in the PostFinance App.
Service description
The chat and voicebot solutions allow customers the opportunity to ask questions about products and services on the PostFinance website or by phone, at any time, 24 hours a day. The chat- and voicebot’s answers are provided by artificial intelligence. Although these systems aim to provide accurate and up-to-date information, PostFinance cannot guarantee that statements will be correct, complete and current. The chat- and voicebot can provide only general information and is not a substitute for customer advice.
If customers give their consent, the chatbot and voicebot can connect them with a PostFinance Customer Center employee or send the conversation to the Customer Center in the form of a message. The employee has access to the previous chat or conversation history and can continue to interact with the customer accordingly.
It is prohibited to interfere with the chatbot or voicebot in any way that would alter, misuse, damage or overload it.
Availability and interruptions
PostFinance endeavours to ensure maximum and uninterrupted availability of the service and its functions. However, it does not provide any guarantee of uninterrupted service.
Support and contact
Support in connection with the services is provided by the PostFinance Customer Center, which is also the point of contact for any questions. The Customer Center can be contacted from Monday to Friday, 8 a.m. to 8 p.m., and on Saturdays, 8 a.m. to 5 p.m., by calling +41 58 448 14 14 (private customers) or +41 58 448 14 24 (business customers).
Liability
PostFinance’s liability is excluded to the extent permitted by law. This means that direct and indirect damage, consequential damage and loss of profit in particular are expressly excluded as far as possible.
PostFinance provides no guarantee that the content and/or service will be accurate, true, current, reliable or complete. Furthermore, PostFinance does not accept any liability for damage of either a material or a non-material nature that may arise from accessing or using the service.
PostFinance also does not accept liability for damage as a result of improper use of its services (in breach of contract or law) or for damage arising from force majeure or technical disruptions occurring particularly due to a lack of Internet connectivity, unlawful interventions in telecommunication devices and networks, overloading of the network or interruptions.
Amending the conditions of use
PostFinance can amend the conditions of use at any time and can modify or stop the service. Any changes shall be announced in advance in an appropriate manner.
Applicable law and jurisdiction
This provision and any questions, claims or disputes arising from or in relation to it are governed by Swiss law to the exclusion of any conflict of laws.
The exclusive place of jurisdiction is Bern (Switzerland).