Mashreq AI Banking Virtual Assistant

Client Mashreq Bank
Year 2021
Architected an omnichannel conversational AI assistant and customer support journey for UAE’s leading digital bank. Engineered intent-mapping flows that reduced routine call volume by 30%, resolved queries 66% faster, and boosted digital banking CSAT by 15%.
Scope of Work
Customer Journey Mapping & Intent TreesConversational AI UX & Fallback FlowsMulti-Turn Dialog ArchitectureOmnichannel Mobile & Web IntegrationContinuous Learning & Sentiment Analytics
Mashreq AI Banking Virtual Assistant

Comprehensive case study showcasing CX journey mapping, NLU intent classification, error recovery states, and measurable business ROI.

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