“When calling Mashreq support, the solution, provided by Avaya Holdings Corp and Koopid, an AI-based customer service and messaging solutions provider and an Avaya alliance partner, enables customers to seamlessly transition to a browser-based chat session with the new virtual agent. The system securely authenticates customers, uses native-language processing to correctly interpret their enquiries, interfaces with the bank’s back-end systems, and presents relevant details in an appealing visual format.”
Measuring digital banking’s true potential The potential is further enunciated by the fact that currently in sub-Saharan Africa alone, 155 million men and 194 million women are financially excluded. With 82 per cent of Africa having a mobile connection, the time is ripe for the introduction of digital banks to provide financial inclusion to millions.
Jaydeep Gupta is Regional Head of Retail Banking, Africa and Middle East at Standard Chartered.
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Regional Head, Retail Banking, Africa and Middle East
Standard Chartered Bank UAE – https://www.sc.com/en/