ADIB enhances customer experience by launching its new chatbot

By Edil Corneille

Abu Dhabi Islamic Bank (ADIB) has launched the ADIB Chat Banking, an Emirati customer care chatbot in the United Arab Emirates (UAE). The service is equipped with the ability to understand and respond to the Emirati Arabic dialect in addition to classical Arabic and English.

The IBS Intelligence report on Applications of Artificial Intelligence In Banking 2020 apprises on the high Return on Investment (ROI) of chatbots in terms of cost savings. It states that chatbots are one of the most commonly used applications of AI across industries and have several advantages when deployed.

ADIB Chat Banking, which is accessible through WhatsApp, will support customers with general requests, offering instant access to key information about their account and finances.

Philip King, Global Head of Retail Banking at ADIB said, “ADIB Chat Banking is part of our drive towards enhancing our banking experience and providing customers with greater access to support services by introducing them on popular platforms, such as WhatsApp. Its introduction coincides with a time of growing customer demand for a simple and convenient banking service. This year we have experienced a surge in the usage of our digital offering, and we expect customers to immediately recognise the benefits of the ADIB Chat Banking service.”

In recent months, ADIB introduced a digital booking service enabling customers to schedule their branch visits ahead of time through its online banking platform and mobile app. In addition, customers can virtually update their personal information such as their Emirates ID, Passport and contact details without having to visit the branch.

The bank has seen a strong uptake of its digital banking services in 2020. 75 per cent of customers are now enrolled through ADIB’s digital channels. In total, 50 per cent of new customers have opened their accounts digitally in 2020, and there is mounting evidence that the effects of the COVID-19 pandemic have resulted in a fundamental shift in customer behavior, as a remote and contactless banking experience is increasingly preferred.

Presently, around 94 per cent of ADIB’s banking transactions including fund transfers are conducted digitally and 65 per cent of customer updates are made through the bank’s digital channels.