Jordan Kuwait Bank has announced the launch of the first Arabic-speaking digital assistant in the local banking scene in Jordan on its WhatsApp digital Channel.
JKB added WhatsApp business API and the digital cloud contact center to its customer communication channels in collaboration with Infobip.
The chatbot is fully capable of redirecting customers to speak with a contact center agent while continuing conversations seamlessly to resolve higher-level queries. The deployment will enable customer support by offering quick responses to customers’ inquiries, reducing waiting time, and inspiring customer loyalty and retention.
JKB has chosen WhatsApp Business API as a messaging channel to enhance customer reach, decrease the load on the call center, reduce waiting time, and increase turnarounds. Through Infobip WhatsApp Business API, JKB customers will communicate with MASA, a chatbot service fully integrated with AI and machine learning abilities to access general FAQs in Arabic.
JKB also adds Infobip’s digital cloud contact center, Conversations, to improve customer and agent experience through seamless interactions over an integrated single communication platform, while offering a 360 view of all customers’ data and communication history.
Haethum Buttikhi, Head of Retail & Private Banking at Jordan Kuwait Bank, commented:
“JKB prides itself for its hi-tech infrastructure and efficient e-banking services. We consider our digital presence a vital channel in communicating with our valued customers. Infobip’s WhatsApp Business API and Cloud Contact Center provide fast, simple, and secure solutions to connect with our customers wherever they are over a combination of popular mobile channels.”
Ismar Džaferović, Customer Success Manager at Infobip, stated:
“We are pleased to partner with Jordan Kuwait Bank in their digital transformation journey by enabling automation via the most widely used chat app WhatsApp. At Infobip, we offer the banking sector authenticated and encrypted channels to communicate with their customers securely. We are proud to be able to offer Jordan Kuwait Bank with an Agent interface to support their complex inquiries.”
