Consumers have changed, and the way they interact has evolved. They have the power to dictate what they want and how things should be delivered. Keeping pace with customer expectations, the Commercial Bank of Dubai decided to launch its new virtual assistant—Ask Sara—powered by Creative Virtual’s V-Person technology.
“Sara has been a joint effort for our U.K. and Netherlands teams, and is already receiving positive reviews from users and creating a buzz in the media,” said Chris Ezekiel, founder & CEO of Creative Virtual.
Deployed as part of the bank’s innovative online banking portal, Ask Sara is expected to help customers help themselves by providing an innovative and personalised experience. By using V-Person technology, the bank will reportedly be able to deliver consistent, personalized and convenient engagements throughout the customer journey in a way not possible with more traditional approaches to the customer experience.
V-Person uses natural language to answer consumer questions, giving customers the feeling they are actually talking with a ‘real-person’ who can understand context and answer questions.
“We selected Creative Virtual as our vendor of choice because their sophisticated and flexible natural language technology allows us to offer a seamless, integrated experience across devices and channels,” noted Frans Jan Burkens, deputy general manager, personal banking group, Commercial Bank of Dubai.
The online virtual assistant responds to the click of a mouse, or even a voice-enabled command. It offers information, customers can find answers faster, perform more banking tasks online at any time of the day. Ask Sara also does put customers in touch with a customer service agent if it can’t handle the queries.
“Our Virtual Banking Assistant Sara gives us a means to engage conversationally with website visitors and guide customers through processes step-by-step around the clock,” said Burkens.
The Commercial Bank of Dubai, regarded as one of the leading banks in the United Arab Emirates, prides itself on being a modern and progressive institution that focuses on innovative technology to help improve customer experience.
“Innovation is at the heart of our technology and company culture at Creative Virtual, and it is exciting for us to be working with Commercial Bank of Dubai as they share that vision as well,” observed Ezekiel.
But there’s more in the pipeline for “Ask Sara;” Creative Virtual intends on developing an Arabic version as well to further enhance the personalized user experience.