BE Magazine - August 2026

ISSUE 212 AUGUST 2026 the BANKING EXECUTIVE 61 FinTech and AI Chornicle formative impact on operational ex- cellence and customer happiness through the delivery of faster, more reliable services. He added, "The ministry remains committed to continuously advanc- ing its digital ecosystem and mod- ernising its services to build on this institutional excellence and sustain its innovation journey. We will con- tinue to deliver an integrated, inter- active customer experience by empowering our people with ad- vanced digital capabilities and the latest enabling technologies to en- sure consistently high performance and respond to evolving customer expectations." Performance results for H1 2026 demonstrated the Call Centre's abil- ity to exceed all approved opera- tional indicators. First Contact Resolution (FCR) reached 97.11 per- cent, surpassing the 90 percent tar- get, while the Service Quality score climbed to 92.41 percent, well above the target of 80 percent. Customer Happiness also rose to 95.43 percent, exceeding the 90 per- cent benchmark. In addition, 93.40 percent of calls were answered within 30 seconds, outperforming the corresponding target of 90 per- cent. The centre further enhanced opera- tional efficiency by reducing its Av- erage Speed of Answer (ASA) to just 8 seconds, significantly below the 20-second target, while Average Handling Time (AHT) improved to 4 minutes and 35 seconds, compared with the target of 5 minutes. Complementing these achievements, the Call Abandonment Rate was lim- ited to just 1.88 percent, substantially below the 5 percent target. This success is driven by an inte- grated suite of smart platforms and applications deployed across the Call Centre. Foremost among them is an AI-powered Sentiment Analysis sys- tem that gauges customer sentiment by analysing voice tone and the lan- guage used during calls. The centre also leverages AI-pow- ered Speech-to-Text technology to transform calls into written tran- scripts while generating feedback and guidance for employees, con- tributing to more accurate, higher- quality customer responses. Alongside these capabilities, Gener- ative AI has been integrated to pro- vide real-time responses to customer enquiries, 24/7. The Call Centre further offers a Chat with Documents solution that en- ables customers to instantly retrieve information and answers from PDF documents and user guides through natural-language conversations with AI. The centre also leverages Tableau to provide interactive performance dashboards that enable real-time tracking of customer request status, performance monitoring, and timely decision-making. These capabilities are complemented by the Talbiyah platform, designed to receive and ful- fil customer requests with the highest levels of efficiency.