Commercial Bank of Dubai Offers a Smarter Way of Banking with Virtual Assistant Sara

As the region’s very first Virtual Banking Assistant, Sara is innovative, revolutionary and cutting-edge

Creative Virtual, a global leader in customer engagement self-service solutions, today shared the success story of the Commercial Bank of Dubai’s (CBD) virtual assistant implementation powered by V-Person™ technology. CBD is one of the leading banks in the United Arab Emirates and offers its customers a full range of personal and commercial banking products and services. They pride themselves in being a progressive and modern banking institution, and selected Creative Virtual’s innovative technology to power their Smart Help solution.

customer - cbdOriginally launched as part of CBD’s new website and online banking portal in 2014, the virtual assistant is designed to enable customers to find the right information at the right time – anytime, anywhere. To achieve this, Sara is accessible on both the public-facing website and within the secure banking area of the website and utilises templates designed specifically to optimise the experience on a variety of devices. The Smart Help tool is also integrated with live chat to seamlessly escalate users to a live agent when needed.

“At Commercial Bank of Dubai, our goal is to bring online banking to the next level: smarter, easier, responsive,” said Frans Jan Burkens, Deputy General Manager, Personal Banking Group at CBD. “Virtual Assistant Sara helps us do that across desktops, mobiles, tablets and kiosks.”

With V-Portal™, Creative Virtual’s knowledge management, workflow management and business intelligence reporting platform, CBD was able to bring together information from across the organisation into one place to easily create, review, update and deploy the virtual assistant’s content. The advanced reporting allows CBD to obtain key metrics on call deflection, conversions and satisfaction rates alongside each question in real-time.

“Sara is giving us an insight into what our customers are thinking and feeling, which enables us to continuously improve our business,” said Achillefs Manolopoulos, Head of Digital Channels at CBD.

In addition to a positive response from customers and a growing usage across channels, Sara has also played an integral role in CBD’s recent award wins in the prestigious Banker Middle East UAE Product Awards and International Business Excellence Awards programmes.

To learn more about CBD’s innovative virtual assistant solution, download the full Customer Success Story.

Mandy Reed
email: [email protected]


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