Automating banking workflows with multi-lingual AI agents at leading Middle Eastern bank

Introduction

This leading bank in the Middle East set out to modernize customer and employee engagement across both digital and traditional channels. The goal was to reimagine banking support with intelligence, scale, and personalization—delivered consistently in both English and Arabic.

To enable this transformation, the bank partnered with Kore.ai to support its Service 2.0 initiative by building secure, composable AI agents capable of handling high volumes, multilingual interactions, and personalized financial tasks—across all channels and user types.

The challenge

As the company accelerated its digital strategy, existing support systems began to limit progress. Customers and employees expected seamless, always-on service—but the current setup lacked the intelligence and flexibility to meet those expectations.

• Fragmented support experiences across channels and departments
• High volumes of repeat inquiries slowing service response
• Manual task handling creating delays and cost overhead
• Limited ability to scale multilingual interactions and journeys

The team needed a solution that could go far beyond basic chatbots—supporting rich, end-to-end journeys for both customers and internal teams in both English and Arabic, all while ensuring compliance, speed, and security.

The AI-powered solution

Kore.ai worked with the company to deploy modular AI agents capable of intelligently automating complex financial workflows across various touchpoints. These agents became the backbone of the company’s Service 2.0 vision—streamlining resolutions, reducing operational effort, and improving overall experiences.

Deployment Highlights:

Rollout Strategy:

The company took a composable, use-case-first approach—starting with high-priority journeys and expanding rapidly. Over 150,000 conversations were handled via the platform, with ongoing improvements based on analytics and user feedback.

Business Impact

Kore.ai helped deliver measurable outcomes within months:

These improvements helped reduce response times, cut costs, and free up teams to focus on more strategic interactions—without compromising service quality.

Client testimonial

The Kore.ai advantage

The Kore.ai platform enabled this transformation with speed, scale, and flexibility—without sacrificing compliance or security:

What’s next

Deliver smarter, faster banking experiences—at scale. Discover how Kore.ai is helping leading banks around the world redefine service through intelligent automation.