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2018 Financial and Social Report

Innovative banking and non-banking services

One of the Bank’s priorities is to make it easier for clients to live on a daily basis by offering them convenient and intuitive access to financial and non-financial services.   The Bank achieves this goal by introducing a number of innovative solutions to its offering. [GRI 103-1, 103-2, 103-3]

In 2018 the Bank continued to develop electronic banking and mobile banking by rolling out innovative solutions on the Polish market. The key to all the changes orchestrated by the Bank is client centricity and the concern it shows to offering the best quality user experience – attentively listening to clients, observing their preferences and testing services with them in the bank User Experience Lab. The solutions that have been rolled out are based on the latest technologies and offer an even more convenient method of utilizing internet banking and the application:

In 2018 Bank Millennium launched the first bank chatbot in Poland. By leveraging elements of artificial intelligence and technology to recognize voice and intention, the Milla Chatbot may conduct a voice or text-based conversation with a client. It will field questions, and if necessary, it will pose follow up questions about particulars and perform the task in question. Milla is presently capable of executing wire transfers, topping up prepaid cards and mobile phones, showing the transaction history and upcoming payments, specifying when the wire will reach its recipient and stating the bank’s contact data. In the future, it will enable clients to search for other information and navigate the mobile application.

Thanks to this new solution bank operations may be confirmed more conveniently in the Bank’s mobile application without waiting and transcribing an SMS P@ssword. Clients transacting operations in the Millenet internet banking system must merely log in to the mobile application and with a single touch to the display screen confirm the performance of an operation. The application also shows the history of all authorized operations plus their status and time of execution.

New functions have been implemented: clients who perform a BLIK transfer to a phone in the mobile application see which ones of their acquaintances from their mobile phone’s contact list can receive such a transfer; by extending PayByLink internet payments to include the BLIK service when remitting payment for web purchases online, the BLIK code can be used without having to log in to the internet banking service; cash deposits can be made with BLIK without using a card.

in the mobile application and the internet banking service. This service is based on technology thanks to which the banking system directly communicates with public administration systems where data are checked automatically. This means that clients and the bank are certain that the data have been keyed in correctly.

Urban transport passengers can buy a ticket, validate it and produce it for inspection in their handset. Vehicle drivers may use the application to pay for the actual parking time without having to pay in advance as is the case with a parking meter.

Bank Millennium is the first and only bank in Poland to offer the „Travel Assistance” service. It is a special button available in the mobile application, which may be set in such way so that it is visible before logging in. It works even without Internet access and makes it possible to place a direct phone call to the insurer or send a text message to it with a callback request. The content of the message is generated automatically – it contains the policy number and the client’s location. The insurer immediately obtains information on where a given person is located, and is able to arrange the necessary help quickly. The Bank received an award for the “Travel Assistance” solution in international competitions: The Innovators organized by the Global Finance magazine and EFMA Innovation in Insurance.

fully online with an innovative function of entering the car details by scanning the Aztec code from the vehicle registration document.

Bank Millennium was the first bank in Europe to incorporate this method in its own payment solution.

This service is used in payments through payment cards in the Internet executed with an additional security feature. Previously, 3D Secure transactions were authorized through text message passwords or PIN.

Bank Millennium supports development of e-administration in Poland by allowing for handling official matters with the use of its internet banking system. In the Millenet internet banking system, one may create a Trusted Profile (free-of-charge electronic signature) providing access to public administration services online 24 hours a day. As the client’s identity is confirmed by the Bank, it is not necessary to visit an office to set up a profile. In the Millenet system, one can also apply for 500+ and Good Start benefits. The Bank`s share for both applications in 2018 was 9%.

It is now possible to set up a company account through the Millenet internet banking system. It is sufficient to have a Taxpayer Identification Number (NIP) to open an account: the company’s data are automatically downloaded from the CEIDG database while the agreement is signed by the client using an SMS p@ssword. The account is set up after the agreement is signed using the SMS code and is available immediately after completing this process.

This service gives Corporate Banking clients the ability to share information rapidly, effectively and safely with their internal finance and accounting systems and the Bank’s internet banking system Millenet.

This is an integrated platform in the Millenet internet banking system for Corporates providing for online handling of lease agreements, monitoring liabilities, formal services and remittance of payments for leasing service.

Goodie is an intuitively operated buying platform accessible as an application for smartphones (downloaded by 1 million users) and as a website at The platform was developed as an internal start-up within Bank Millennium. Through goodie, it is possible to view offers from promotional newsletters and information on discounts available at online and brick and mortar shops. The platform makes it easy to plan shopping and find inspirations and promotional offers aligned to the user’s personal preferences and location. Data processing is one of goodie’s significant attributes. The user does not have to adjust the application himself. The application adjusts the whole content and processes based on past and real-time data.