SNB Recognized for AI Avatar Deployment Across Omnichannel Platforms

Saudi National Bank has been recognised for its deployment of a multilingual AI avatar across omnichannel banking platforms, earning a top digital banking award for its innovative approach to customer interaction.

The AI avatar handles everyday banking interactions across multiple channels including branches, the mobile app, and contact centres, providing consistent service regardless of how customers choose to engage with the bank. The system supports multiple languages, reflecting the linguistic diversity of Saudi Arabia's population and expatriate community.

SNB's AI avatar goes beyond text-based chatbot interactions by incorporating visual and conversational elements that create a more engaging customer experience. The avatar can assist with account enquiries, transaction guidance, product information, and service requests, escalating to human agents for complex issues.

The omnichannel deployment means the AI assistant maintains continuity across interaction channels. A customer who begins an enquiry on the mobile app can continue the conversation through the contact centre without repeating information, as the AI system maintains context across channels.

SNB, Saudi Arabia's largest bank by assets, has been investing in AI capabilities as part of its broader digital transformation strategy. The bank's earlier initiatives include the launch of its NEO digital banking platform and its partnership with JPMorgan on Kinexys blockchain payments.

The award recognition positions SNB among the leading banks globally in AI-powered customer service, validating its investment in conversational AI technology for banking applications.