Commercial Bank of Dubai Launches Virtual Assistant “Ask Sara” For a Better Online Experience
“Ask Sara” deployed as part of CBD’s innovative online banking portal
Creative Virtual, a leader in customer experience self-service solutions for global enterprises, today announced the launch of its new virtual assistant implementation powered by Creative Virtual’s V-Person™ technology for Commercial Bank of Dubai. Commercial Bank of Dubai (CBD) provides personal and corporate banking services within the United Arab Emirates. They pride themselves in being a progressive and modern banking institution, and selected Creative Virtual’s innovative technology to include as part of their new website.
“One goal for the launch of our new online banking portal was to provide our customers with an innovative and personalised experience,” says Frans Jan Burkens, Deputy General Manager, Personal Banking Group, Commercial Bank of Dubai. “Our Virtual Banking Assistant Sara gives us a means to engage conversationally with website visitors and guide customers through processes step-by-step around the clock. We selected Creative Virtual as our vendor of choice because their sophisticated and flexible natural language technology allows us to offer a seamless, integrated experience across devices and channels.”
CBD officially launched their new online banking portal, including virtual assistant Sara, on 20 March 2014. The website is mobile enabled and, in addition to being available on the public website, the virtual assistant is also located within the secure log-in area where she can assist customers with tasks such as form completion. The V-Person is integrated with live chat and seamlessly escalates users needing further assistance to a live agent. The animated avatar creates a fun experience for users through interactions such as waving and tapping on the screen after a period of inactivity and, when used after hours, appearing in a darkened office.
“Innovation is at the heart of our technology and company culture at Creative Virtual, and it is exciting for us to be working with CBD as they share that vision as well. Sara has been a joint effort for our UK and Netherlands teams, and is already receiving positive reviews from users and creating a buzz in the media,” says Chris Ezekiel, Founder & CEO of Creative Virtual. “With V-Person technology, organisations are able to deliver consistent, personalised and convenient engagements throughout the customer journey in a way not possible with more traditional approaches to the customer experience.”
Future plans for “Ask Sara” include the development of an Arabic version as well as further integrations to provide an even more personalised user experience. CBD’s V-Person can be accessed via the red Virtual Assistant tab on the right side of their website as well as on a mobile device.
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