Helped Banque Misr Be First And Fastest In Providing Integrated Live Chat And Chat Bot Services

Banque Misr looked to revolutionize its online customer services by providing its +10 million customers with a connected live chat and chatbot experiences. We helped the bank to launch an integrated, secure, real-time chat platform on Azure. The platform provides the bank’s customers with uninterrupted conversational journeys between its live human customer service agents and an intelligent chatbot right from the bank’s web, mobile and WhatsApp channels. The solution rendered the bank the first & fastest in Egypt to provide such innovative services with soaring levels of customer engagement.

In alignment, Banque Misr has undertaken multiple digital transformation initiatives to put quick, prompt services in the hands of its huge customer base, inside the branches and online, using cutting-edge e-services across different communication channels and more. Yet, the ever-growing base of the bank’s customers, combined with the accelerated expansion of its portfolio of services, resulted in an uncomfortable scene where customer experience is under threat. Emails, phone calls and branch visits were available channels for customers to ask questions and make enquiries. Yet, customers faced cumbersome and lengthy queues in bank branches and long waiting-time on phones. The bank’s customer service agents were swamped in answering a lot of repetitive questions and queries instead of facilitating the execution of core financial transactions and services. The customer experience ecosystem was not good enough for the aspirations of the bank’s leadership.

Following a series of recommendations and digital evaluations, Banque Misr chose our landmark solution: Bubbles. Bubbles is an integrated live chat platform that provides businesses the capacity to chat with customers in real-time using human agents and an AI-driven chatbot using extensible and scalable features. In a very short time span, we delivered Banque Misr’s bilingual chatbot with a complete customization and redesigning of its chat box to reflect the bank identity and branding guidelines. The move rendered the bank as the first and most advanced in Egypt to provide this type of interactive service to online visitors on its website, mobile and social media channels. We helped the bank to meet stringent security regulations throughout the flow and data encryption of conversations between the chatbot and live chat part especially for being hosted on the cloud. All chatting scenarios and functions were scrutinized in a careful study to ensure maximum security measures are affected in compliance with mandated information privacy and sensitivity in the banking sector. On Azure, the conversational experience is 24*7 available, very secure and capable of scaling to meet multiple users with different requests at the same time, while only incurring costs on actual usage.