Case study • 7 min read
Automating Banking Journeys with Multilingual AI Agents at Leading Middle Eastern Bank
150K+
Conversations handled across key journeys
STP
Enabled for critical tasks
15%–40%
Automation rates for high-volume workflows
Industry
Banking & Financial Services
Company size
5,000+ employees
Region
Middle East, Global Reach
In this Case Study
Introduction
This leading bank in the Middle East set out to modernize customer and employee engagement across both digital and traditional channels. The goal was to reimagine banking support with intelligence, scale, and personalization—delivered consistently in both English and Arabic.
To enable this transformation, the bank partnered with Kore.ai to support its Service 2.0 initiative by building secure, composable AI agents capable of handling high volumes, multilingual interactions, and personalized financial tasks—across all channels and user types.
The Challenge
As the company accelerated its digital strategy, existing support systems began to limit progress. Customers and employees expected seamless, always-on service—but the current setup lacked the intelligence and flexibility to meet those expectations.
- Fragmented support experiences across channels and departments
- High volumes of repeat inquiries slowing service response
- Manual task handling creating delays and cost overhead
- Limited ability to scale multilingual interactions and journeys
The team needed a solution that could go far beyond basic chatbots—supporting rich, end-to-end journeys for both customers and internal teams in both English and Arabic, all while ensuring compliance, speed, and security.
The AI-Powered Solution
Kore.ai worked with the company to deploy modular AI agents capable of intelligently automating complex financial workflows across various touchpoints. These agents became the backbone of the company’s Service 2.0 vision—streamlining resolutions, reducing operational effort, and improving overall experiences.
Deployment Highlights:
Rollout Strategy:
The company took a composable, use-case-first approach—starting with high-priority journeys and expanding rapidly. Over 150,000 conversations were handled via the platform, with ongoing improvements based on analytics and user feedback.
Business Impact
Kore.ai helped deliver measurable outcomes within months:
These improvements helped reduce response times, cut costs, and free up teams to focus on more strategic interactions—without compromising service quality.
Client Testimonial
The Kore.ai Advantage
The Kore.ai platform enabled this transformation with speed, scale, and flexibility—without sacrificing compliance or security:
What’s Next
Deliver smarter, faster banking experiences—at scale. Discover how Kore.ai is helping leading banks around the world redefine service through intelligent automation.