GEC NEWS WIREEmirates NBD will soon debut ‘EVA’, the region’s first intelligent voice-based and chatbot Virtual Assistant for banking in the MENA.
The pilot enables the user group to interact and receive assistance from EVA using natural or conversational English, offering a more intuitive and personalized customer experience, 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 & 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.”
Pedro Cardoso, Head of Multichannel and CRM at Emirates NBD said, “We recognize 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.
