How Mashreq uses AI

Mashreq is piloting IBM Bob, IBM's AI software engineering platform, with its integration engineering teams. The pilot covers solution design and planning, development, code review and production troubleshooting on the integration platform behind its digital banking, which averages 650 transactions per second. AI agents reach the connected banking systems through a secure gateway built on IBM Context Forge, which handles about 4,000 agent requests per month. IBM reports that work which took two to three hours of manual effort was completed within minutes.

Mashreq selected Silent Eight in May 2024 to automate the adjudication of name screening and adverse media alerts related to sanctions and anti money laundering requirements. Under the plan, false positives are to be investigated and closed quickly and potential true positives escalated to Mashreq analysts. The announcement is a multi year partnership; no results are disclosed.

In June 2020 Mashreq put an AI virtual agent from Avaya and Koopid in front of its contact center. A customer who calls Mashreq support is moved into a browser based chat with the bot, which authenticates the customer, interprets the enquiry with native language processing, reads the bank's back end systems and shows the details visually. When a person is needed, the case moves to an agent with the full chat history. Koopid and Mashreq mapped the bot's workflows to the main reasons customers call the contact center. The release states no usage or containment figure.