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Emirates NBD launches a virtual banking assistant
Suvo Sarkar, senior EVP and group head of retail banking and wealth management at Emirates NBD
Emirates NBD Future Lab is currently piloting Eva's voice capabilities via a select user group for calls to its customer service centre.
The pilot enables the user group to interact and receive assistance from Eva using natural or conversational English, based on artificial intelligence algorithms.
"Eva will soon be an exciting new addition to our customer service toolkit, acting as an intelligent virtual assistant to help customers with their banking needs," said Suvo Sarkar, senior EVP and group head of retail banking and wealth management at Emirates NBD.
"Eva will usher a new era of instant customer service via a human-like conversational interface."
According to recent reports by Statista, 43 per cent of mobile voice search users do so because it is quicker than going on a website or using an app. Emirates NBD Future Lab is testing implementation of Eva as part of the bank's Dh500 million commitment to digital innovation. Virtual assistants such as Siri, Cortana, Amazon Echo and others play an increasingly important part of our daily lives.
Pedro Cardoso, head of multichannel and CRM at Emirates NBD, said: "Emirates NBD has always been a step ahead in anticipating customer's needs and offering simpler banking solutions. We recognise that customers today need quicker access to service and Eva's intelligent voice and text with natural language recognition capabilities will help us provide a level of engagement never seen before by the region's banking customers."
In the first phase of the pilot, Eva will understand the customer's request and route directly to the appropriate menu solution both via voice and chat, allowing self-service where possible, or routing to a customer service agent to resolve the query.
In the near future, Eva will transform the traditional way customers interact with the bank, by allowing customers to start a conversation over chatbot and continue via voice across multiple devices.
- business@khaleejtimes.com
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