INDUSTRY WATCH
technology leaders EBLA, Zain, Al Diyar Al
Mutaheda and Microsoft Kuwait.”
Arnaout added: “EBLA Computer
Consultancy enjoys a strategic
relationship with Kuwaiti government
entities, and we also enjoy a relationship
of collaboration and trust with Kuwait
Credit Bank. We stress our commitment
to support the bank’s Digital
Transformation journey in all areas.”
Microsoft Kuwait’s Government Sector
Manager Ali Haddad said: “Microsoft’s
vision comes together with that of
Kuwait Credit Bank, and we are proud
of this collaboration that contributes to
accelerating KCB’s Digital Transformation
by relying on Microsoft Azure’s cloud
in three key areas: business integration,
Artificial Intelligence and developing
staff skills.”
Haddad continued: “KCB sets the best
example in how adopting technology
and advanced tools pushes the change,
empowerment, enhancement and
transformation wheels.
“We know how Digital Transformation
contributes in empowering organisations
to redesign their tech potential and
how it takes them to new levels. Today
Microsoft is proud to support KCB in
their Digital Transformation journey and
we stress our support to the government
of Kuwait.”
Haddad concluded: “Microsoft values
the partnership with the government
of Kuwait, represented by the Central
Agency for Information Technology, who
enabled us to offer other government
entities with Digital Transformation tools,
especially Kuwait Credit Bank”.
Zain is keen on supporting the various
developmental projects and initiatives
in the country, as such partnerships
showcase the collaborative spirit between
the public and private sectors.
The company is also keen on contributing
to the further progress of the national
economy, reflecting its leadership
position as a leading national company
in the Kuwaiti private sector.
78
INTELLIGENTCIO
Mashreq Bank
brings AI to the
heart of customer
experience
Mashreq Bank’s
innovation brings Artificial
Intelligence to the heart of
its self-service capabilities
with the region’s first
digital engagement
banking bot.
M
ashreq, one of the leading
financial institutions in the UAE,
has partnered with Avaya and
Koopid to create a new banking experience
that represents a giant leap forward for
customer experience, including self-service
capabilities, with the region’s first digital
engagement banking bot. The new system,
which acts as a visual and conversational
virtual assistant, enables Mashreq customers
to access banking services and complete
service requests almost entirely through an
AI-powered ‘agent’.
The ‘chatbot agent’ will be able to verify
customers, complete transactions and sign
up for new services on the customer’s behalf
– from anywhere and through any device.
The solution paves the way for the bank
to open new channels while allowing its
customers to complete banking transactions.
Additionally, the service is immediately
responsive, offering instant service and is
available 24/7. The solution is the latest
being rolled out in a process of accelerated
Digital Transformation, which sees Mashreq
keeping pace with its ever-expanding list of
customer demands while also maintaining a
leadership position in the evolving landscape
of digital banking regulation.
Sandeep Chouhan, Head of Operations and
Technology, Mashreq, said: “Innovation is
embedded in Mashreq’s DNA and we firmly
believe in building on our AI and digital
capabilities, so that we can continue to
introduce value-added solutions such as these.
“This solution represents a massive step
forward in customer experience, by enabling
instant access to finances from any device.
By putting customer-centricity at the core of
our business, the bank’s Mashreq’s AI-based
services will make it easy for our customers
to safely and securely have their banking
needs met.”
Sumit Bhatia, Head of Direct Business
Channel, at Mashreq Bank, said: “The
new chatbot will not only play a role in
transforming banking self-service, but also
will make banking more intuitive, easy
to use and enjoyable when it comes to
performing tasks such as inquiring about
your balance on an account, or requesting
a statement, or applying for a product.
It will also assist our call centre agents in
enhancing service delivery. We will continue
to provide and develop innovative services
as well as deliver a modern and interactive
experience to our customers.”
Fadi Hani, Vice President – Middle East,
Turkey and Africa, Avaya, said: “Mashreq
has always been a step ahead of every
technological development. This latest
deployment sees the bank dive headfirst into
the emerging AI category and use the latest
tools to take the lead on digital customer
engagement. We look forward to enabling
Mashreq and its customers with even further
innovations in the future.”
Venky Krishnaswamy, CEO, Koopid, added:
“Virtual banking and rich visual automation
experiences are the greatest disruptors
for organisations and self-service-based
industries. With this collaboration, Mashreq
is yet again at the forefront of being an
early adopter of new technologies to
gain access to new markets and take the
digital experience of its customers to new
heights.” The solution deployed by Mashreq
is just one of many innovations that Avaya
demonstrated at GITEX. n
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