Mutual Trust Bank launches AI-powered voice contact centre agent

Mutual Trust Bank PLC (MTB) has unveiled an AI-driven, voice-based Contact Centre Agent.

This solution is poised to transform MTB's customer service landscape by delivering a faster, more intelligent, and seamless banking experience.

Syed Mahbubur Rahman, managing director and CEO of the bank, attended the launch of the Contact Centre AI Agent in Dhaka recently, according to a press release.

Commenting on the launch, Rahman stated, "The global demand for AI-powered customer service has never been more pressing. In today's fast-paced world, customers are no longer willing to endure long wait times or navigate complicated menu systems."

"Eliminating these inefficiencies and revolutionising the banking journey through cutting-edge digital innovation could prove to be a defining shift."

"As a Digital First bank, MTB is proud to lead this transformation and to continue setting new standards in customer experience," he added.

With the introduction of this AI-powered assistant, MTB customers can now access a wide array of essential banking services such as account and card balance inquiries, credit card outstanding details, new card activation, PIN generation, and product or service-related queries through natural voice interaction, eliminating the need to press numeric options or endure extended waiting times in call queues.

Customers may simply speak to the AI agent to obtain their desired services and resolve issues efficiently.

Currently, this innovative solution is being rolled out to a select group of customers, with plans to extend access to all valued clients in the near future.

The contact centre service operates 24/7 and continuously improves via machine learning, enabling it to deliver increasingly accurate and personalised responses.

As one of the most digitally progressive banks in the country, MTB reaffirms its commitment to providing solutions that prioritise customer convenience and satisfaction.

Among others, Md Shamsul Islam, deputy managing director and head of treasury division at the bank; Md Bakhteyer Hossain, deputy managing director and chief operating officer; Khalid Hossin, chief digital officer; Sharif Ahmed, head of core banking systems and technology projects; and Mohammad Kibria, head of contact centre, were also present.