Live Assistant AI Banking Chatbot
Client
Mashreq Bank
Year
2024
The Mashreq Virtual Assistant project introduced a self-service chatbot to Mashreq Bank’s mobile app, addressing call center overload and customer frustration with long wait times. Through extensive user research and detailed conversational flows, the project delivered a user-friendly solution with quick answers, in-app deep linking, and seamless human agent transfer. The results included a 30% reduction in call center volume for routine queries, 15% improved customer satisfaction, and efficient query resolution, enhancing both customer experience and operational efficiency for Mashreq Bank.
Scope of Work
Solution
Strategy
Develop a self serve virtual assistant within the mobile application to handle routine inquiries, providing quick answers and deep linking to specific app functionalities.
Design based on flows
Converted detailed user flows into conversational design patterns for the virtual assistant, focusing on a natural and efficient user experience.
Prototypes
Created interactive prototypes to test and showcase various key journeys within the assistant.
User Testing
Conducted user testing sessions to identify usability issues, test flows and gain feedback to improve prototypes.
Feedback from customer
Key feedback received included quick suggestions, menu items for navigation, timestamps on each message, personal suggestions based on user history.
Ready to dive deeper?
Explore the full project to see how we transformed banking customer service through a self-serve chatbot. Discover the detailed journey from identifying pain points like long wait times and app navigation issues, to implementing a user-friendly solution with quick answers, in-app deep linking, and seamless agent transfer. Learn how extensive user research, conversational design, and iterative prototyping led to a 30% reduction in call volume, 15% higher satisfaction scores, and faster query resolution. Perfect for insights into UX strategy, AI integration, and customer-centric design.
