Case Study: ADIB reduces call centre volume and resolves 80% of queries with Verloop.io ChatBanking

back to main menu ADIB Reduced Call Centre Volume by 20% and Resolved 80% of Queries Through ChatBanking

ADIB (Abu Dhabi Islamic Bank) needed to modernize customer support for a diverse, multilingual audience across Arabic dialects and English, while managing more than 300k contact centre calls per month and improving response times. To address this, ADIB partnered with Verloop.io to introduce ChatBanking across WhatsApp and the web as an omnichannel digital support experience.

Verloop.io implemented an AI-powered chatbot with NLP/NLU, multilingual support, live-agent handoff, voice support, and integrations with ADIB’s CRM and banking systems. The solution now handles 150k+ chats per month, resolves 80% of queries without human intervention, cut call centre volume by 20%, and delivered about $2.7M in annual cost savings; it also improved customer engagement by 20–30% and helped ADIB reach 90+ CSAT.

ADIB

Siraj Patel

CTO