Jordan Kuwait Bank (JKB) has announced the launch of the first Arabic speaking digital assistant in the local banking scene in Jordan on its WhatsApp digital Channel. This service is a great example of an AI-powered chatbot that effectively caters to JKB’s customers through the world’s most popular messaging application, WhatsApp, to respond to their general inquires and most frequently asked questions, and in the case the bot is unable to answer a high-level query, it can easily direct the customer to a human contact center agent. Building on its pioneering banking solutions, JKB added the WhatsApp business API and digital cloud contact center to its customer communication channels in collaboration with the global cloud communications provider, Infobip. The deployment will enable JKB to have excellent customer support by offering quick responses to customers' inquiries to reduce waiting time and inspire customer loyalty and retention. With the deployment of Infobip’s WhatsApp Business API, JKB reinforces its commitment to adopting digital presence as a chosen communication channel with customers. WhatsApp Business API will offer the bank a broader reach over the most used app in the region, providing end-to-end encrypted messages, exceptional security, and accessibility to customers. JKB has chosen WhatsApp Business API as a business messaging channel to enhance customer reach, decrease the load on the call center, decrease waiting time, and increase turnarounds. The WhatsApp Banking service will offer customers a highly convenient and efficient channel to communicate over a secure platform using an encrypted messaging functionality. Through Infobip WhatsApp Business API, JKB customers will communicate with MASA, a chatbot service fully integrated with AI and machine learning abilities to access general FAQs in Arabic. JKB aims to expand the WhatsApp Business API operations to include a wide range of services and allow customers to request digital services, product information, inquire about financials, and connect with a call center agent. JKB also adds Infobip’s digital cloud contact center, Conversations, to improve customer and agent experience over an integrated single communication platform, offering a 360 view of all customers' data and communications history. Haethum Buttikhi, Head of Retail & Private Banking at Jordan Kuwait Bank commented, “JKB prides itself for its hi-tech infrastructure and efficient e-banking services. We consider our digital presence a vital channel in communicating with our valued customers. Infobip’s WhatsApp Business API and Cloud Contact Center provide fast, simple and secure solutions to connect with our customers wherever they are over a combination of popular mobile channels.” Ismar Džaferović, Customer Success Manager at Infobip, stated, “We are pleased to partner with Jordan Kuwait Bank in their digital transformation journey by enabling automation via the most widely used chat app WhatsApp. At Infobip, we offer the banking sector authenticated and encrypted channels to communicate with their customers securely. We are proud to be able to offer Jordan Kuwait Bank with an Agent interface to support their complex inquiries.”