Reported by: banking|Updated: June 19, 2020
ÚAE bank Mashreq has commissioned the region’s first digital management banking bot that facilitates powerful self-service capabilities that result in instantaneous service delivery and shorter times to resolution. The bot has been developed and commissioned by Avaya and Kooping, an AI-based customer service and messaging solutions provider. The bot enables customers to seamlessly transition to a browser-based chat session with the new virtual agent. The system securely authenticates customers, uses native-language processing to correctly interpret their enquiries, interfaces with the bank’s back-end systems, and presents relevant details in an appealing visual format. Ellis Wang, group head – Technology, Transformation and Information at Mashreq, said after moving away from physically visiting the branches, the bank’s customers are now increasingly engaging with the bank through the multitude of digital channels. The latest deployment follows the digital-first approach that Mashreq has pioneered in the region, he added. The chatbot has successfully managed end-to-end resolution of customer requests. Furthermore, if during the chat, the support of a human agent is required or requested, the system seamlessly transfers the case to an agent while providing the agent with full details of the enquiry up to that point.