In February 2017, Emirates NBD launched Liv., the UAE’s first digital-only bank established in line with the UAE Vision 2021’s strategic objectives of creating a smart innovation-driven economy. Liv. is the fastest growing bank in the country today. They knew in order to keep themselves ahead in the market, they need to continue to offer differentiated digital experiences to their customers.
Olivia is Liv.’s KAI-powered chatbot that can instantly provide customers with information about their account, transactions and insight into spending patterns, all as naturally as texting a friend. By chatting with Olivia customers can ask her things like how much they spent on restaurants or travel last month, what their largest transaction was this week and so much more! Should customers require live support, Olivia can seamlessly hand off the conversation to a live agent. The deep AI technology stack, combined with Kasisto’s machine learning ensures the customer experience is always improving. KAI’s sophisticated self-service tools empower Liv. to easily add new features, products and channels.
Liv. took a unique approach on introducing Olivia to their customers. Liv. launched an innovative teaser campaign across their social media channels that was built around an open job position for a chatbot. Liv. accepted applications, conducted live interviews with their final five “candidates” and ultimately hiring Olivia. The hiring event was watched online by 60,000 customers(!) that subsequently enlisted over 3,000 customers who signed up to mentor Olivia. AI uses human interaction to constantly grow, adapt and learn- having a strong AI platform like KAI and the mentorship program enabled Liv. customers to co-create and participate in Olivia’s development as well as help build positive affinity and engagement with the platform.
We are thrilled Liv. chose KAI as their AI platform to create Olivia and power her conversational capabilities. We are excited to partner with Liv. and be a part of their journey to create a unique and innovative new bank!