Mashreq Bank branch in Dubai Internet City 20190313
Mashreq had deployed a digital bot for customer interactions as more banking gets done online. Image Credit: Gulf News Archive

pc小群正规群Dubai: Mashreq customers can now experience the region’s "first" digital engagement banking bot that will provide instantaneous service delivery and shorter times to resolution.

“We’re seeing a clear shift in how customers prefer to interact - after moving away from physically visiting our branches, they are now increasingly engaging with us through the multitude of digital channels that we offer," said Ellis Wang, Group Head of Technology, Transformation and Information.

An end-to-end resolution of customer’s requests is successfully managed in the chatbox. But if support for a human agent is necessary, the system transfers the case with full details of the enquiry up to the point where an agent has been sought.

"We identified the main reasons customers call the bank’s contact center, and closely examined their service journeys," said Ram Kashi, Head of Business Development at Koopid, which developed the system with Avaya. "We then mapped these to the bot’s workflows so that the AI-powered agent can provide the most fluid and intuitive self-service experiences.”

pc小群正规群Avaya’s contact center solutions enabled Mashreq to transition its entire contact center workforce to a work-from-anywhere arrangement.