Bank of Maldives (BML) has introduced its Artificial Intelligence (AI) powered digital banking assistant called Aaya as part of its commitment to enhancing customer experience.
Aaya is an intelligent chatbot available 24 hours through the bank’s website, Facebook Messenger, Viber, and Whatsapp. The chatbot will be able to provide answers to customer queries in real-time in both Dhivehi and English language and transfer to a customer service agent whenever required.
Chief Executive Officer (CEO) and Managing Director of BML Karl Stumke said that customers want to engage with brands using the channel of their choice. He said the platform powering Aaya uses generative AI and the latest in Natural Language Processing (NLP) to allow for smart conversations across multiple channels. He also said that the fast response and resolution times will lead to increased customer satisfaction.
Additionally, Karl said that BML is committed to delivering fast, relevant, and easy digital experiences to customers. He said service levels improved by almost 40% in 2022 compared to the previous year and the average waiting time for the bank's services was reduced by more than half. He also said the bank will continue to collaborate with innovative partners to introduce additional technology-backed solutions to make a real impact on customers.
BML has continued to invest heavily in enhancing customer experience, differentiating itself by providing digital, self-service functions that allow customers to manage day-to-day banking online. As such, customers have a wide array of digital offerings from the bank, from instant bank account opening to online loans and financing, self-service management of debit and credit cards international money transfer, and Telegraphic transfers (TT) services. In addition, it provides interactive call menus with options to receive information via SMS, request for call back while in a queue, and priority calling for urgent services as a result of the improved services at the bank's contact centre.