Bank of Maldives (BML) has introduced its Artificial Intelligence (AI) powered digital banking assistant, “Aaya”.
The country’s national bank unveiled its digital banking assistant in line with its commitment to enhance customer experience, on Wednesday.
“Aaya” is an intelligent chatbot available on a round-the-clock basis, through BML’s website, Facebook Messenger, Viber and WhatsApp.
BML’s digital banking assistant will be able to provide answers to customer queries in real time, and transfer to a customer service agent whenever required with its ability to respond in both Dhivehi and in English.
Karl Stumke, Managing Director and CEO of BML revealed that Aaya uses generative AI and the latest in Natural Language Processing (NLP) to allow for smart conversations across multiple channels.
Customers want to engage with brands like ours using the channel of their choice. The platform powering ‘Aaya’ uses generative AI and the latest in Natural Language Processing (NLP) to allow for smart conversations across multiple channels. For our customers, this means faster response and resolution times, ultimately leading to increased customer satisfaction.”Karl Stumke, BML’s CEO and MD.
The country’s national bank in its capacity as the leading financial institution in the island nation, has continued to invest immensely in boosting customer experience, making the bank unique by providing digital, self-service functions that allow customers to manage daily banking online.
The bank offers a wide array of digital offerings to customers presently, from instant bank account opening to online loans and financing, self-service management of debit and credit cards international money transfer and TT services.
BML currently provides interactive call menus with options to receive information via SMS in English or Dhivehi, request for call back while on queue and priority calling for urgent services, as a result of the improved services at the bank’s contact center.
With digitalization as a priority for the Bank, we are committed to delivering fast, relevant, and easy digital experiences to customers. We are already seeing the results of our investment with service levels improving almost 40% in 2022 compared to the previous year and average waiting time for our services reducing by more than half. We have a long way to go however and we will continue to partner with innovative partners to introduce additional technology backed solutions to make a real impact for our customers.”Karl Stumke, BML’s CEO and MD.
The country’s national bank says it remains committed to supporting individuals, businesses and communities, with a nationwide network of 38 branches across all 20 atolls, 87 self-service banking centers, 143 ATMs, over 200 agents and a full suite of digital banking services.
Presently, BML serves more than 325,000 customers.