UAE-based Al Masraf has launched a bilingual AI-powered outbound calling platform to engage prospective customers, qualify their banking needs and route relevant opportunities to sales specialists.
Operating in Arabic and English, the platform independently handles initial conversations with people who have already expressed interest in the bank’s products. It can answer common questions, respond to objections, identify customer intent, capture qualification details and classify leads for follow-up.
Al Masraf said it aims to attempt initial contact with 90% of eligible enquiries within one business day. The target measures attempted calls, not successful connections. The platform is configured for approximately 120 call attempts per day, based on eight calling hours and four-minute call slots, although these figures represent planned capacity rather than achieved volumes.
The first use case focuses on prospective customers interested in Al Masraf’s salary transfer savings account. The bank may evaluate the technology for additional products as it develops.
Initial conversations are handled autonomously, but handovers to sales teams remain manual. Final eligibility decisions, approvals and account fulfilment continue through the bank’s existing processes. Customers are informed that they are speaking with a virtual agent, while the system operates with human oversight and safeguards aligned with the applicable regulatory framework.
Source: Zawya
