Abu Dhabi Islamic Bank enhances its services with artificial intelligence technology – UAE breaking news

Abu Dhabi Islamic Bank announced the enhancement of its customer service with artificial intelligence and data analysis technology. The bank had partnered with Fairloop.io, a company specialized in customer service automation technology, with the aim of enabling chatbots capable of processing natural language to process, support and resolve bank customer inquiries and requirements.

Abu Dhabi Islamic Bank announced the enhancement of its customer service with artificial intelligence and data analysis technology. The bank had partnered with Fairloop.io, a company specialized in customer service automation technology, with the aim of enabling chatbots capable of processing natural language to process, support and resolve bank customer inquiries and requirements.

The ADIB banking chatbot service through the “WhatsApp” application has witnessed a great development since its launch in the last quarter of 2020, as new features and digital tasks were added to it that allowed customers to quickly check their bank balance, transfer money, pay bills and book appointments at the bank’s branches with ease.

The number of customers who have an active account on the chatbot service has reached 150,000, with more than 350,000 inquiries being submitted through the service during the second quarter of 2021 only. 85% of these inquiries were handled without human intervention, with the remainder transferred to the bank’s customer service representatives to provide more specialized support. This has contributed to reducing the volume of calls received by the call center by 20%.

In November 2020, ADIB developed a chatbot to match the Emirati dialect and Standard Arabic at the same time, as part of its efforts to develop natural language processing, which led to an increase in customer satisfaction, which reached 83% in the second quarter of this year.

During the first half, the bank witnessed a 30% increase in the number of users of digital banking channels. There are currently nearly 700,000 bank customers who use digital services on a daily or weekly basis, which represents a record number equivalent to 70% of the bank’s customers.

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Over the past 18 months, the bank has introduced innovative features and services. The bank witnessed a growth of 58% in opening current accounts digitally and 31% in applying for personal finance transactions. With regard to individual services, digital money transfers increased by 88%, updating customer data increased by 40%, while cash withdrawals decreased by 8%, and check deposits through bank branches by 6%, with more than 95% of these services being conducted. Through digital channels, which indicates the increasing use of digital payment services.

Corporate digital banking witnessed a similar boom, as the daily transactions of the Bank’s Corporate and Institutional Banking Department recorded 21,000 transactions in June 2021, an increase of 95% compared to the same period last year. Nearly 90% of corporate transactions are done digitally, compared to 60% last year. Similarly, the Business Banking division recorded 56,000 transactions in June 2021, an increase of 27% year-on-year. Nearly 92% of these transactions were conducted digitally, compared to 75% last year.

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