ChatBanking is a step in the direction of ADIB's overall vision of ensuring customers can bank anywhere, anytime, in the language of their choice without any hassles.

Of course, the first response time has improved. So have the handling time for chats. I also have more visibility of all interactions between agents and customers.

More and more customers prefer self-serve over calls to agents. We have been collaborating with Verloop.io to drive this mission and have come a long way.

Verloop.io stood out to us for its user-friendly interface, seamless integrations, and direct WhatsApp business service. We have also utilised their AI future to train the solution with frequently asked questions and relevant answers.

This feature is a great add-on to the tool. The value it brings in terms of time-saving and effective writing is simply amazing and super helpful. With this feature, we were able to save time and increase productivity. This has helped us in auditing agents' performances as well.

With the help of team Verloop, we were able to create India's first Period Tracker on WhatsApp. It was a challenging ask as the platform had never been used to offer such a service before. However, the team took up the brief openly, worked through the challenges and delivered an efficient service that is useful for every menstruator in India.