Amman, Jordan: March 2021 – Jordan Kuwait Bank (JKB) has announced the launch of the first Arabic-speaking digital assistant in the local banking scene in Jordan on its WhatsApp digital Channel. This service is an excellent example of an AI-powered chatbot catered to respond to customers’ general inquires and most frequently asked questions through the world’s most popular messaging application, WhatsApp. The chatbot is fully capable of redirecting customers to speak with a contact center agent while continuing conversations seamlessly to resolve higher-level queries.
Building on its pioneering banking solutions, JKB added WhatsApp business API and the digital cloud contact center to its customer communication channels in collaboration with Infobip the global cloud communications provider. The deployment will enable JKB to have excellent customer support by offering quick responses to customers’ inquiries, reducing waiting time, and inspiring customer loyalty and retention.
With the deployment of Infobip’s WhatsApp Business API, JKB reinforces its commitment to adopting digital presence as a chosen communication channel. WhatsApp Business API will offer the bank a broader reach over the most used app in the region with an end-to-end encrypted messaging functionality, exceptional security, and accessibility to customers. JKB has chosen WhatsApp Business API as a messaging channel to enhance customer reach, decrease the load on the call center, reduce waiting time, and increase turnarounds.
Through Infobip WhatsApp Business API, JKB customers will communicate with MASA, a chatbot service fully integrated with AI and machine learning abilities to access general FAQs in Arabic. JKB aims to expand the WhatsApp Business API operations to include a wide range of services and allow customers to request digital services, product information, inquire about financials, and connect with a call center agent.
JKB also adds Infobip’s digital cloud contact center, Conversations, to improve customer and agent experience through seamless interactions over an integrated single communication platform, while offering a 360 view of all customers’ data and communication history.
Haethum Buttikhi, Head of Retail & Private Banking at Jordan Kuwait Bank, commented, “JKB prides itself for its hi-tech infrastructure and efficient e-banking services. We consider our digital presence a vital channel in communicating with our valued customers. Infobip’s WhatsApp Business API and Cloud Contact Center provide fast, simple, and secure solutions to connect with our customers wherever they are over a combination of popular mobile channels.”
Ismar Džaferović, Customer Success Manager at Infobip, stated, “We are pleased to partner with Jordan Kuwait Bank in their digital transformation journey by enabling automation via the most widely used chat app WhatsApp. At Infobip, we offer the banking sector authenticated and encrypted channels to communicate with their customers securely. We are proud to be able to offer Jordan Kuwait Bank with an Agent interface to support their complex inquiries.”
About Jordan Kuwait Bank:
Jordan Kuwait Bank (JKB) is a Jordanian public shareholding company that was founded in 1976. After more than 40 years of banking activities, steady expansion efforts and modernization plans, the Bank has become a well-established, highly prestigious and deeply rooted banking institution, boosting a network of more than 64 branches strategically located throughout Jordan and a branch in Cyprus. JKB was the first bank in Jordan to introduce electronic delivery and service channels. Its hi-tech infrastructure widely spread branches, ATMs and ITMs, efficient e-banking products and services; all topped with a unique customer- friendly atmosphere, have enabled the Bank to further enhance its image as the best client-focused bank in Jordan and substantiated its slogan: “More than just a bank”.
To learn more about Jordan Kuwait Bank, visit: www.jkb.com
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.
To learn more about Infobip, visit: www.infobip.com