ADIB sees rise in "digitally active" customers by 30% in six months

The bank says 700,000 customers now access the bank through online means, representing 70% of its customer base

  
General view of Abu Dhabi Islamic Bank logo on January 4, 2017 in Dubai, United Arab Emirates.

General view of Abu Dhabi Islamic Bank logo on January 4, 2017 in Dubai, United Arab Emirates.

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Abu Dhabi Islamic Bank (ADIB) said it has seen the number of customers who access online banking increase by 30 percent in the first six months of the year.

According to the bank, the number of customers accessing the bank online grew to 700,000 as it announced that it has increased its use of artificial intelligence (AI) to enhance its mobile banking services through a partnership with Verloop.io, in which a natural-language processing chatbot handles customer queries and requests.

The chatbot handled more than 350,000 queries in the second quarter of 2021, and more than 150,000 have used it since the launch in the fourth quarter of 2020.

The bank said 85 percent of queries had been resolved through the chat with 83 percent accuracy, prompting a 20 percent reduction in customer care call volumes in the same period.

In addition, the chatbot was equipped with the ability to understand and respond to Emirati Arabic dialect in addition to classical Arabic, as of November 2020.

(Writing by Imogen Lillywhite; editing by Daniel Luiz)

 imogen.lillywhite@refinitiv.com

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© ZAWYA 2021


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