The MENA region, especially the GCC, is experiencing a rapid digital transformation in banking, and AI-powered chatbots are at the heart of this shift. These virtual assistants are helping banks deliver faster, more efficient, and more personalized services to consumers.
Interestingly, chatbot adoption in the region falls into two broad categories:
- Branded chatbots with distinct names and personalities, such as Emirates NBD’s EVA or Boubyan Bank’s Msa3ed, which are heavily marketed as part of the bank’s digital identity.
- Unnamed AI assistants, often integrated quietly into websites, apps, or messaging platforms, providing seamless support without a specific identity.
Regardless of their branding, both types are reshaping how consumers interact with banks, handling queries, guiding transactions, and offering financial advice, all while operating 24/7.
In this blog, we explore how these chatbots are being used by leading GCC banks and what it means for the future of customer experience in the region.
The Rise of Chatbots in GCC Banking
The adoption of chatbots in GCC banks is driven by the need to provide 24/7 customer support, handle increasing volumes of customer inquiries efficiently, and offer personalized banking experiences. According to a report by BusinessNext, chatbots have led to cost savings of up to 60% in customer service operations for some Middle East banks.
Notable Chatbot Implementations in GCC Banks
1. Emirates NBD – EVA
Emirates NBD, one of the UAE’s largest banks, introduced EVA (Emirates Virtual Assistant)—the region’s first voice-enabled virtual banking assistant. EVA supports natural language conversations and is integrated into the bank’s mobile app and phone banking system. It handles inquiries about account details, credit cards, loans, and more—delivering 24/7 customer service with significant operational cost savings.
2. Qatar Islamic Bank (QIB) – Zaki
Zaki is Qatar’s first AI-powered virtual assistant launched by Qatar Islamic Bank. Available in both English and Arabic, Zaki assists customers on QIB’s website with a wide range of queries and transactions. Plans are underway to expand Zaki’s functionality to include voice interaction and full mobile banking support, helping position QIB at the forefront of digital banking in Qatar.
3. Boubyan Bank (Kuwait) – Msa3ed
Kuwait’s Boubyan Bank has developed Msa3ed, a 24/7 AI chatbot within its mobile banking app. Msa3ed provides users with real-time assistance for account openings, fund transfers, bill payments, and even cardless withdrawals. This innovation enhances self-service banking and aligns with Boubyan’s broader digital-first strategy.
4. Bank ABC (Bahrain) – Fatema
Fatema is Bank ABC’s highly innovative AI “digital human” assistant, used in its digital-only ila Bank. Fatema is a hyper-realistic avatar designed to deliver emotionally intelligent, human-like interactions. It operates 24/7 and supports users in managing their banking needs with warmth and intelligence, redefining customer experience in Bahrain’s digital banking sector.
5. Bank of bahrain and Kuwait (Kuwait) – Ask BBK
BBK launched “Ask BBK” to transform how itscustomers receive support by combining AI, multi-channel access, and 24/7 availability.
Impact on Consumer Banking Experience
The integration of chatbots in GCC banks has significantly improved the consumer banking experience:
24/7 Availability: Customers can access banking services at any time, eliminating the constraints of traditional banking hours.
Personalised Support: Chatbots analyse user data to offer tailored recommendations, making banking more efficient and customer-centric.
Instant Response: Chatbots provide immediate answers to customer queries, reducing response times and increasing satisfaction.
Language Diversity: Given the linguistic diversity in the Middle East, chatbots are equipped to communicate in multiple languages, ensuring accessibility for all customers.
Preparing for the Future
As chatbots and AI technologies become integral to banking operations, professionals in the MENA region must equip themselves with the necessary skills to navigate this evolving landscape. LeanTech SG offers specialized training programs focusing on:
· Data Literacy and AI Fundamentals: Understanding how AI processes and interprets data is crucial for banking professionals.
· Machine Learning and Predictive Analytics: Leveraging ML for credit scoring, fraud detection, and customer personalization.
· Natural Language Processing (NLP) and Chatbots: Enhancing customer interactions through conversational AI.
· These programs are designed to help banking professionals stay ahead in a rapidly digitising industry.
The way forward
Chatbots are revolutionizing the banking sector in the GCC, offering numerous benefits to both banks and consumers. From improving customer service to enhancing security and personalization, the impact of AI-driven chatbots is profound. As the banking landscape continues to evolve, embracing these technologies and investing in skill development through platforms like LeanTech SG will be key to staying competitive and meeting the changing needs of consumers.
