Lessons Learned from Implementing Conversational AI in Banking in the UAE

Executive Snapshot

• Figure: Executive Snapshot: Lessons Learned from Implementing Conversational AI in Banking in the UAE

Situation Overview

• Conversational AI Best Practices

• Drive Customer Service Innovation: Focus on Customer Intent Fulfillment

• Organization-Wide Alignment with Revised Processes, Goals, and KPIs

• Adopting a Phased/Iterative Approach to Ensure Service to All Customers

• A Process to Maintain the AI Platform and Experiment on AI Technologies

Advice for the Technology Buyer

• Understand the Communication Preferences of Different Customers

• Implement a Change Management Strategy and Governance Mechanism

• A Phased Implementation Approach

• Implement a Continuous Improvement Process to Manage the Model

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• Related Research

• Synopsis