The study aims to assess the potential of artificial intelligence (AI) for improving the customer experience in the banking sector by designing and developing a digital human sustaining the customer care. Digital humans are conversational robots that have transformed traditional human-human interactions into new disruptive machine-human interactions that are more reliable and exceptional, but also fragile. The study analyses Algho, a virtual assistant platform developed by QuestIT company, to automate the banking customer care service, and in particular the loan request. The key aspect of this process was creating and consolidating an effective Knowledge Base, the indispensable basis for a successful performance of the digital human. The research evaluates the performance of the virtual assistant, equipped with a digital human interface, through the creation of an Algho tester that can verify the effectiveness of the knowledge base. The results show that AI-based technologies can have a positive impact on business processes. The originality of the study lies in the training of a digital human according to business needs with a perspective of creating an optimised customer experience.