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Dukhan Bank, has been ‘Highly Commended’ in the Best Use of Machine Learning category at the 2021 Retail Banker International Trailblazer Awards organized in partnership with MEED, which recognise best in class retail banking institutions and individuals for their innovative service offering and commitment to customer excellence. It is the first Middle Eastern bank to have been awarded.

This honour recognizes the advanced capabilities of the Bank’s interactive virtual assistant ‘Rashid’ that responds to customers’ questions on products and services, using machine learning techniques to develop an increasingly powerful understanding of phrasing and context, so as to provide more relevant and intelligent answers.

‘Rashid’ is currently available to customers on the bank’s website, the mobile app, online banking, and on WhatsApp via 4410 0888.

Commenting on the Award, Dukhan Bank said:

“Our recent digital initiatives continue to improve the customer experience, and meet evolving needs and expectations. With this in mind, it is particularly pleasing that the sophistication and success of our virtual assistant service has been recognized by this MEED Award.”

The panel of judges commented:

“We aim to support innovative and pioneering GCC companies who challenge the traditional business norms and set new standards for an exciting future. Given the growing importance of virtual assistants in meeting customers’ needs in a warm, friendly and efficient way, we were impressed by the cutting-edge technologies being developed at Dukhan Bank.”

The Bank’s other recent product and service innovations – launched as part of a Digital Transformation Strategy – include its D-Pay platform under which: Apple Pay, Fitbit Pay and Garmin Pay services as well as the wearable bracelets for contactless payment service, in addition to the QMP e-wallet service and a user-friendly mobile app.

For more information, visit, contact the call centre on 800 8555 – or simply ask ‘Rashid’.


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