Abu Dhabi Islamic Bank (ADIB), a leading financial institution, announced that it has launched its website chat service which will support existing and prospective customers with general requests and queries, offering instant access to key information about the banks’ products and services. The webchat service will serve as a conversational medium for customers to get their banking queries addressed and a convenient channel to get assistance if needed
Through ADIB’s website chat, customers can easily get information on the branches/ATMs nearby, IBAN/SWIFT codes, check the status of any product applications they may have or get directed to the relevant webpages in order to apply for products. They will also be able to reach out to chat representatives for other complex queries, as part of ADIB’s efforts to cater to growing demand for a simple and convenient banking service.
Commenting on ADIB’s website chat service, Sameh Awadallah, Head of ADIB’s distribution Network, said: “ADIB’s website chat builds on our continuous drive towards enhancing our banking experience and providing customers with simpler and more convenient solutions that can be easily integrated into their daily lives. We’ve already seen the surge in usage of ADIB’s Chat Banking since it launched, and we expect customers to find this service extremely useful.”
Since its launch, ADIB’s website chat has witnessed over 30,000 message exchanges between users and the webchat across more than 1,600 chat sessions. Close to 80% of the chats were handled by the bot, while the rest were handled by ADIB’s chat representatives.
This launch complements ADIB’s Chatbanking on WhatsApp which has gone from strength to strength, adding new digital features and tasks, allowing customers to easily check their balance, transfer funds, pay bills and book branch appointments through simple commands. There are now 150,000 customers with a verified chatbot account, with more than 350,000 queries put through to the chatbot in Q2 2021. 85% of these queries were resolved without human interaction, with the rest being directed to ADIB customer care representatives for more specialized support queries. This has enabled the call Center to reduce call volume by 20%.
Over the last 18 months, ADIB has progressively introduced innovative features and services that provide simple and more effortless banking experiences. Since then, the bank has witnessed a 58% and 31% growth in digital usage when opening current accounts and conducting personal finance transactions, respectively. In terms of Retail Services, digital money transfers and customer profile updates have witnessed an 88% and 40% rise, while cash withdrawals and cheque deposits through branches have declined 8% and 6% with more than 95% of these services taking place online, marking a growing usage in digital payments.
