BOV News
Bovey, BOV’s Virtual Assistant, now speaks Maltese
Bank of Valletta customers can now chat with Bovey, the Bank’s Customer Virtual Assistant, in Maltese as well. The new bilingual experience gives customers a simpler, more personal way to get help in the language they are most comfortable using, at any time of day. It also brings a familiar local touch to a service designed to make everyday banking support quicker and easier to navigate.
From booking appointments to finding product details, customers can turn to Bovey for a wide range of everyday banking needs. It can also help with complaints, fraud and scam guidance, travel notifications and technical queries. By bringing these services together in one conversation, Bovey helps customers find the right information without having to search across different channels.
Bovey handled more than 40,400 queries in 2025, followed by around 25,000 between January and August 2026 across its English and Maltese service.
Daniel Caruana, Lead of Customer Service Centre, explained, “Adding Maltese is about giving customers a choice when communicating with our Virtual Assistant Bovey. They can now seek information and support in the language that feels most natural to them. It is another step towards making our digital services more accessible, inclusive and personal, while retaining the service customers expect from BOV.”
Available around the clock through www.bov.com and BOV Facebook Messenger, Bovey has supported customers since 2023. The service is designed to deal with straightforward queries quickly while keeping human support close at hand. When a request needs a human touch, Bovey connects the customer with an agent at the Customer Service Centre, allowing the conversation to move smoothly from digital assistance to personal support. Between January and August 2026, that connection took an average of 36 seconds, down from 53 seconds during the same period in 2025.
In addition to traditional channels, customers can contact the Customer Service Centre by email at [email protected] or through the online chat in the Bank’s website at https://www.bov.com/personal?id=email. These options give customers the flexibility to choose the support channel that best suits their needs.
From booking appointments to finding product details, customers can turn to Bovey for a wide range of everyday banking needs. It can also help with complaints, fraud and scam guidance, travel notifications and technical queries. By bringing these services together in one conversation, Bovey helps customers find the right information without having to search across different channels.
Bovey handled more than 40,400 queries in 2025, followed by around 25,000 between January and August 2026 across its English and Maltese service.
Daniel Caruana, Lead of Customer Service Centre, explained, “Adding Maltese is about giving customers a choice when communicating with our Virtual Assistant Bovey. They can now seek information and support in the language that feels most natural to them. It is another step towards making our digital services more accessible, inclusive and personal, while retaining the service customers expect from BOV.”
Available around the clock through www.bov.com and BOV Facebook Messenger, Bovey has supported customers since 2023. The service is designed to deal with straightforward queries quickly while keeping human support close at hand. When a request needs a human touch, Bovey connects the customer with an agent at the Customer Service Centre, allowing the conversation to move smoothly from digital assistance to personal support. Between January and August 2026, that connection took an average of 36 seconds, down from 53 seconds during the same period in 2025.
In addition to traditional channels, customers can contact the Customer Service Centre by email at [email protected] or through the online chat in the Bank’s website at https://www.bov.com/personal?id=email. These options give customers the flexibility to choose the support channel that best suits their needs.
