UAE’s ADIB & India-based unite to improve customer services

By Shilpa Annie Joseph, Official Reporter
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UAE’s major Islamic financial institution, Abu Dhabi Islamic Bank (ADIB) has partnered with the world’s leading customer support automation platform to implement a natural-language processing chatbot to handle, support, and resolve issues and requests of the customers.

ADIB said in a statement that it is increasing its usage of artificial intelligence (AI) and data analytics in order to provide clients with more tailored and convenient services on their mobile devices.

ADIB’s Chatbanking on WhatsApp, which was launched in the fourth quarter of 2020, has become very popular among customers with the new digital features and tasks, which allow clients to check their balance, transfer funds, pay bills, and make branch appointments using simple commands.

Philip King
Philip King
Global Head – Retail

“Innovation has been a key driver for ADIB and the deployment of AI-backed chatbots is yet another milestone for us in our journey towards customer excellence.  This also demonstrates our growth and development with the help of cutting-edge technology to new frontiers of customer relationships by providing them with anytime banking convenience for most of their queries and issues that get resolved in the shortest possible time. During the first half of the year, the ADIB chatbot handled more than 350,000 conversations where 85 percent of the queries have been resolved without the need for live agent assistance. Through this AI-powered bot, we have achieved 83 percent accuracy and an average response time of sub-seconds.”

Mr. Gaurav Singh, Founder & CEO, noted, “In a market where customers are king, you need to have strong, powerful digital products to make sure customers are well catered for. Our chatbot is one of the most advanced natural language processing chatbots and the quality of our product has definitively shown positive outcome.”

“ADIB received a record 350,000 queries with customer satisfaction of 83 percent. These are incredible numbers, and we will continue to invest and ensure we continue to adapt to the growing digitization program that ADIB is ringing to its customers,” Mr. Singh further added.

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