Riyadh, Saudi Arabia: After successfully deploying Infobip’s cloud contact center platform and WhatsApp Business API, Bank Albilad, the digital leader in banking in Saudi Arabia, announced today adding a chatbot to enhance customer experience and automate the lead generation process. Bank Albilad anticipates decreasing the primary contact center workload by 70% to allow customer service agents to dedicate their attention to resolve higher-level queries. The chatbot will elevate customer support operations by reducing waiting time and offering quick responses to inquiries.
Following the trend in automating customer communications in the banking industry, Bank Albilad has chosen Infobip once more as a strategic partner and a trusted cloud technologies provider to enhance customer care and automate the lead generation process. The chatbot over the verified WhatsApp channel will enable Bank Albilad to decrease the contact center’s workload to provide exceptional customer support, inspire customer loyalty, and retention by offering automated replies within 1 second of customers’ general inquiries.
With the chatbot deployment, Bank Albilad is aiming to automate the complete process of lead generation. The bank will transform traditional outreach and sales activities to automatically identify qualified sales opportunities to increase the profit-to-sales ratio, collect leads data, and target new customers with effective communication.
The chatbot over WhatsApp will enable Bank Albilad to champion two-way communication and improve customer care operations. Customers will be able to use Bank Albilad’s chatbot to submit suggestions, complaints, request callbacks, browse financial product catalogs, and queue to speak with customer care agents over a secure platform. The automation will allow customers to get quick resolutions to the most frequently asked questions and locate nearest branches and ATM points for cash withdrawing and depositing services at ease.
Abdulmohsen Abdulaziz Almulhem, Chief Marketing & Communications Officer at Bank Albilad, commented, “Bank Albilad prides itself as being the digital leader in the Kingdom of Saudi Arabia. As pioneers in offering superb customer communications, we have partnered with Infobip to automate our customer engagement channels, and connect with customers wherever they are over WhatsApp.”
Hussein Malhas, Commercial Director – MENA at Infobip, stated, “We are pleased to partner with Bank Albilad to support their digital transformation strategy and offer the banking-sector-scale solutions to interact with their customers. We are proud to be able to offer Bank Albilad a scalable solution to elevate customer communication, automate customer inquiries, and enable the bank to have better customer support over Infobip’s scalable and user-friendly communication platform.”
About Bank Albilad:
Bank Albilad is a Saudi joint stock company, established by Royal Decree in 1425H (corresponding to 2004) with a corporate capital of SAR 3,000,000,000.
It is the 11th bank in the Kingdom headquartered in Riyadh, Kingdom of Saudi Arabia, and listed (ALBILAD) on Tadawul, the Saudi Stock Exchange. The Bank operates over 110 branches across the Kingdom of Saudi Arabia, with 33 sections for women as well 5 sales centres and over 179 Enjaz remittance centres. The Bank provides Shari’a compliant services to personal, corporate and SME clients, supporting the latter through specialized centers in a number of cities throughout the Kingdom.
About Infobip:
Infobip is a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale, with easy and contextualized interactions over customers’ preferred channels. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication security and contact center solutions help clients and partners overcome the complexity of consumer communications, grow their business and increase loyalty– all in a fast, secure and reliable way. With over a decade of industry experience, Infobip has expanded to include 68+ offices on six continents offering natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 600 telecom networks. The company serves and partners with leading mobile operators, messaging apps, banks, social networks, tech companies, and aggregators.
