Burgan Bank enhances customer experience with electronic virtual assistant "Banki"

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Burgan Bank enhances customer experience with electronic virtual assistant Banki

Kuwait: Demonstrating its leadership as an innovative financial solutions provider, Burgan Bank recently launched its voice enabled artificial intelligence-powered banking chatbot named ‘BANKI’. Adapting to the latest trends reshaping the banking sector, the electronic virtual assistant was built to serve customers in a safe, reliable and timely manner.

‘BANKI’ uses the latest in AI and Natural Language Processing (NLP), to better understand customer inquiries and enable relevant and contextual responses from innumerable sources accordingly. Burgan Bank’s customers can now receive information related to products and services instantaneously by conversing with ‘BANKI’ in both voice and text available in Arabic and English languages instead of searching, browsing, clicking buttons or waiting on a call. Moreover, ‘BANKI’ is available round the clock to assist any customer with their banking needs.

 “Burgan Bank adopts modern and pioneering services and technologies in line with current market trends which are leading to a shift in the way banks work and perform. With evolving customer expectations, we believe that AI is the key to creating personalized and better customer experiences across the digital channels. The Bank is investing in conversational AI as part of its strategy to empower customers and provide them with deeper insights into making better financial decisions as they make everyday purchases or prepare for life’s biggest moments,” said Mr. Masoud Hayat, Burgan Bank Vice-Chairman and Group CEO.

Burgan Bank’s Group Chief Operations and Technology Officer, Mr. Venkat Menon, added “We are laying a very solid foundation for the transition to the next phase of artificial intelligence-based voice and chat enabled ‘conversational banking’. Our goal is to ensure the entire service experience is seamless and more personalized with instant responses so that the chatbot can evolve and act as a banking assistant in the future.” said

Burgan Bank customers can begin engaging and interacting with ‘BANKI’ currently on the official website in their preferred language, with the service launching soon on the bank’s social media platforms as well.


About Burgan Bank 

Established in 1977, Burgan Bank is the youngest commercial Bank and second largest by assets in Kuwait, with a significant focus on the corporate and financial institutions sectors, as well as having a growing retail, and private bank customer base. Burgan Bank has majority owned subsidiaries in the MENAT region supported by one of the largest regional branch networks which include Gulf Bank Algeria - AGB (Algeria), Bank of Baghdad - BOB (Iraq & Lebanon),Tunis International BankTIB (Tunisia), and fully owned Burgan Bank – Turkey, (collectively known as the “Burgan Bank Group”). Furthermore, Burgan Bank has presence in the UAE through its corporate office (“Burgan Financial Services Limited) which had helped the bank to participate in multiple financing opportunities in the UAE.

The Bank has continuously improved its performance over the years through an expanded revenue structure, diversified funding sources, and a strong capital base. The adoption of state-of-the-art services and technology has positioned it as a trendsetter in the domestic market and within the MENA region. Burgan Bank’s brand has been created on a foundation of real values – of trust, commitment, excellence and progression, to remind us of the high standards to which we aspire. ‘People come first’ is the foundation on which its products and services are developed.

 The bank was re-certified with the prestigious ISO 9001:2015, making it the one of the few banks in the GCC and Kuwait to receive such certification for the Fifth consecutive time. The Bank also has to its credit the distinction of being the only Bank in Kuwait to have won the JP Morgan Chase Quality Recognition Award for twelve consecutive years.

Burgan Bank, a subsidiary of KIPCO (Kuwait Projects Company), is a strongly positioned regional Bank in the MENA region.

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