Case Study: Bank of Beirut achieves faster digital onboarding and more qualified leads with Microsoft Dynamics 365

developing a progressive user experience through Microsoft chatbot

Bank of Beirut, a leading Lebanese commercial bank founded in 1963 with an international presence, needed to modernize customer interactions as clients demanded faster, more personalized digital services. The bank faced fragmented data and process inefficiencies that slowed loan and service applications, constrained lead generation, and required a secure, compliant platform to support hybrid (digital and branch) banking.

To address this, Bank of Beirut launched DiGi BoB, a chatbot built on the Microsoft Azure Bot Framework and integrated with Dynamics 365 CRM via Netiks’ Genetiks engine. The bot automates onboarding and KYC, captures qualified leads, reduces double data entry, and schedules branch appointments—speeding applications, lowering back‑office close times, improving customer experience (especially for millennials), and maintaining regulatory security; the bank is expanding the bot and adding AI/ML capabilities for ongoing personalization.

Bank of Beirut

Josephine El Koreh

Digital Banking Delivery Channels Manager