Case Study: Mashreq Bank achieves 24x7 self-service and cost savings with Interface's Emma digital assistant

Mashreq Bank - Customer Case Study

Mashreq Bank, one of the largest privately owned banks in the UAE, was facing a challenge helping customers quickly find the right products and services across a wide portfolio of offerings. The bank also lacked instant support during the application process, which hurt new sign-ups, increased contact center costs, and negatively affected customer satisfaction. Interface provided the digital assistant “Emma” to help address these issues.

With Interface’s AI-powered Intelligent Virtual Assistant, Emma, Mashreq Bank can guide prospects to best-fit offerings, help complete application forms, answer queries 24x7, and hand off to human agents when needed across channels like website, mobile app, SMS, and IVR. The solution has already answered over 110,000 queries in the last two quarters with 98% accuracy, saved more than $880,000 in support costs, and averted over 700 hours of customer wait time, with expected annual savings of over $4 million and about $2 million in new earnings.

Mashreq Bank

Meet Emma

Intelligent Virtual Assistant