Abu Dhabi Islamic Bank (ADIB) announced that it has launched ADIB Chat Banking, the UAE’s first Emirati customer care chatbot. The service is equipped with the unique ability to understand and respond to the Emirati Arabic dialect, in addition to classical Arabic and English.
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. This includes providing customers with guidance on locating the nearest ATM or ADIB branch, updates on their account balances, existing card features and offers, or even issuing commands such as activating or freezing debit and covered cards. This is all achieved through a simple interface integrated with Artificial Intelligence.
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.”
ADIB has launched several innovative solutions to allow customers to have remote access to their banking services. In recent months, the bank introduced a digital booking service enabling customers to schedule their branch visits ahead of time through the 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.
ADIB has seen strong uptake of its digital banking services in 2020 and 75% of customers are now enrolled through the bank’s digital channels. In total, 50% of new ADIB 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. Today, around 94% of ADIB’s banking transactions, including fund transfers, are conducted digitally and 65% of customer updates are made through the bank’s digital channels.