Al Masraf has introduced a bilingual AI-powered outbound calling platform, designed to engage with potential customers and assess their banking requirements. The platform's ability to operate in both Arabic and English enables it to cater to a diverse range of customers.

The platform is configured to handle approximately 120 call attempts per day, with each call lasting around four minutes. This capacity is based on eight hours of operation, during which the AI system can independently manage initial conversations with prospective customers. By doing so, it can answer frequently asked questions, address concerns, and identify the customer's intentions.

How the Platform Works

The AI-powered platform is designed to capture qualification details and classify leads for follow-up by sales specialists. According to Al Masraf, the goal is to make initial contact with a large proportion of eligible enquiries in a timely manner.

The platform's initial focus is on prospective customers interested in Al Masraf's salary transfer savings account. As the technology evolves, the bank may consider expanding its use to other products. The system ensures that customers are aware they are interacting with a virtual agent, and it operates under human supervision, adhering to relevant regulatory guidelines to ensure a secure and reliable experience.

Benefits for the GCC Region

The introduction of this AI-powered platform demonstrates Al Masraf's commitment to innovation and customer satisfaction. By leveraging AI technology, the bank can enhance the overall customer experience, providing timely and efficient support to prospective customers.