Artificial intelligence, virtual reality, deep learning. Such words have now become a part of our day lives and even more so this year. The latest company to jump on the AI band-wagon is Emirates NBD here in the UAE. Emirates NBD today announced that it will soon debut ‘EVA’, the region’s first voice-based and chat-bot Virtual Assistant for banking in the Middle East and North Africa (MENA).
EVA – ENBD’s Virtual Assistant
Emirates NBD Future Lab, an initiative of the bank’s digital strategy, is currently piloting EVA’s voice capabilities via a select customer user group for calls to its customer service centre. The beta version includes chatbot capabilities via the bank’s Facebook messenger, soon to be extended to its mobile banking application. The pilot enables the user group to interact and receive assistance from EVA using natural or conversational English, offering an intuitive and personalised customer experience, based on artificial intelligence algorithms.
In the initial stage of the pilot testing, EVA will be told the customer’s query via voice or chat and will direct the customer to the appropriate menu solution or to a customer service agent. As EVA is developed in the future, the goal is to resolve issues by offering a true omnichannel experience allowing customers to start a conversation over chatbot and continue via voice across multiple devices, making it much easier and more convenient.
“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 & Group Head – Retail Banking & Wealth Management at Emirates NBD. “Leveraging cutting-edge technology, EVA™ will usher a new era of instant customer service via a human-like conversational interface. Activating EVA™ is a part of our over-arching customer-first philosophy to make banking simpler and more convenient through digital innovation.”
Where there is a market being flooded with messengers, assistants and chat-bots with AI capabilities, it will be very interesting to see a voice-based assistant for banking here in the UAE.