ADIB rolls out instant web chat to enhance customer experience

The web chat will serve as a convenient tool for existing and prospective customers visiting ADIB's website

Sameh Awadallah

Sameh Awadallah

Abu Dhabi: Abu Dhabi Islamic Bank (ADIB), a leading financial institution, announced that it has launched its website chat service which will support existing and prospective customers with general requests and queries, offering instant access to key information about the banks’ products and services.  The webchat service will serve as a conversational medium for customers to get their banking queries addressed and a convenient channel to get assistance if needed

Through ADIB’s website chat, customers can easily get information on the branches/ATMs nearby, IBAN/SWIFT codes, check the status of any product applications they may have or get directed to the relevant webpages in order to apply for products. They will also be able to reach out to chat representatives for other complex queries, as part of ADIB’s efforts to cater to growing demand for a simple and convenient banking service.

Commenting on ADIB’s website chat service, Sameh Awadallah, Head of ADIB’s distribution Network, said: “ADIB’s website chat builds on our continuous drive towards enhancing our banking experience and providing customers with simpler and more convenient solutions that can be easily integrated into their daily lives. We’ve already seen the surge in usage of ADIB’s Chat Banking since it launched, and we expect customers to find this service extremely useful.”

Since its launch, ADIB’s website chat has witnessed over 30,000 message exchanges between users and the webchat across more than 1,600 chat sessions. Close to 80% of the chats were handled by the bot, while the rest were handled by ADIB’s chat representatives.

This launch complements ADIB’s Chatbanking on WhatsApp which has gone from strength to strength, adding new digital features and tasks, allowing customers to easily check their balance, transfer funds, pay bills and book branch appointments through simple commands. There are now 150,000 customers with a verified chatbot account, with more than 350,000 queries put through to the chatbot in Q2 2021. 85% of these queries were resolved without human interaction, with the rest being directed to ADIB customer care representatives for more specialized support queries. This has enabled the call Center to reduce call volume by 20%.

Over the last 18 months, ADIB has progressively introduced innovative features and services that provide simple and more effortless banking experiences. Since then, the bank has witnessed a 58% and 31% growth in digital usage when opening current accounts and conducting personal finance transactions, respectively. In terms of Retail Services, digital money transfers and customer profile updates have witnessed an 88% and 40% rise, while cash withdrawals and cheque deposits through branches have declined 8% and 6% with more than 95% of these services taking place online, marking a growing usage in digital payments.


About ADIB

ADIB is a leading bank in the UAE with more than AED 127 billion in assets. The bank also offers world-class online, mobile and phone banking services, providing clients with seamless digital access to their accounts 24 hours a day. ADIB provides retail, corporate, business, private banking and wealth management solutions. The bank was established in 1997 and its shares are traded on the Abu Dhabi Securities Exchange (ADX).

ADIB has presence in six strategic markets: Egypt, where it has 70 branches, the Kingdom of Saudi Arabia, the United Kingdom, Sudan and Iraq.

Named the no. 1 UAE bank on the Forbes list of World's Best Banks 2021 and the World’s Best Islamic Bank by The Financial Times’ The Banker publication, ADIB has a rich track record of innovation, including introducing the award-winning Ghina savings account, award-winning co-branded cards with Emirates airlines, Etihad and Etisalat and a wide range of financing products

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ADIB                                                                                                      Brunswick Group
Radwa Shehab                                                                                  Layla Kurdieh
Head of External Communications                                            Account Director
Direct: +971 2 6910169                                                                   Direct: +971 2 234 4600

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