Customers
of Mashreq, one of the leading financial institutions in the UAE, are now
being served by the region’s first digital engagement banking bot, giving them
access to powerful self-service capabilities that result in instantaneous
service delivery and shorter times to resolution.
When calling Mashreq support, the
solution, provided by Avaya Holdings Corp. (NYSE: AVYA) and Koopid,
an AI-based customer service and messaging solutions provider and an Avaya
alliance partner, 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.
“We’re seeing a clear shift in how
customers prefer to interact with our bank. After moving away from physically
visiting our branches, they are now increasingly engaging with us through the
multitude of digital channels that we offer. This latest deployment follows the
digital-first approach that Mashreq has pioneered in the region,” said Ellis Wang, Group Head of
Technology, Transformation and Information at Mashreq.
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.
Describing how Avaya and Koopid worked
with Mashreq to optimize the efficiency of the banking bot, Ram Kashi,
Co-Founder & Head of Business Development at Koopid, said, “Together,
we identified the main reasons customers call the bank’s contact center, and
closely examined their service journeys. 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.”
Fadi Hani, Vice President, Avaya
Middle East, Africa and Turkey, added: “This
implementation is yet another demonstration of Mashreq's commitment to being an
early adopter of new technologies that elevate digital experiences to new
heights. This AI engine will also serve as a platform to intelligently automate
operations for the bank’s customers and employees, paving the way for ongoing
service enhancements and increased efficiency across departments. We look
forward to enabling Mashreq and its customers with even more innovation in the
future.”
Simultaneously,
Avaya’s flexible contact center solutions have enabled Mashreq to transition
its entire contact center workforce to a work-from-anywhere arrangement while
helping to ensure that they maintain secure access to the tools and services
they require. This initiative, borne out of a long relationship between Avaya and
Mashreq, has safeguarded the delivery of high-quality customer experiences
while balancing an increased number of service enquiries with an increasingly
distributed workforce.
“Avaya was extremely supportive and
gave us the flexibility to convert to remote agent licenses. This has meant
that our customer support teams are empowered, efficient and productive as they
work from anywhere, thereby maintaining the extremely high-levels of services
our customers have come to expect and appreciate,” said Wang.