Dubai-based banking major Mashreq has installed Santa Clara, California headquartered communications technology firm Avaya’s automated customer care service solutions on its platform.
The chatbot solution will provide faster dispute resolution and improve customer self service, a statement said. The bank’s browser-based chat session will take client queries to a virtual agent, validate customers, use native-language processing and interface with the bank’s backend systems, it said.
In case human intervention is required during an automated call, the chatbot will transfer the call to an agent with full details of the enquiry, the statement added.
“We are seeing a clear shift in how customers prefer to interact with our bank. This latest deployment follows the digital-first approach that Mashreq has pioneered in the region,” Ellis Wang, technology chief at Mashreq, said.
Mashreq provides digital, corporate, retail, treasury and Islamic lending services across the globe.
Avaya has developed the platform with its alliance partner Koopid, an artificial intelligence (AI)-based customer service and messaging solutions provider.
“The 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,” Fadi Hani, vice president for Middle East, Africa and Turkey at Avaya, said.
Avaya provides digital services for enterprise communications such as virtual calling and meetings, voice processing and digital desktop. In April, the company said that it enabled two million employees from 11,000 firms to work from home amid the Covid-19 pandemic.