Mastercard and National Bank of Egypt Partner to Launch AI-Powered Digital Employees for Enhanced Customer Service
Mastercard and the National Bank of Egypt (NBE) have signed a landmark agreement to introduce AI-powered digital employees, transforming non-financial customer interactions and enhancing the bank’s digital services. This innovative approach leverages artificial intelligence to provide virtual customer support, marking a new era in Egypt’s banking sector.
Yehia Abou ElFotouh, Deputy Chairman of NBE, emphasized the bank’s commitment to revolutionizing its services through digital integration. Partnering with Mastercard, a global leader in payment technology, NBE aims to harness cutting-edge AI to elevate its customer offerings and reflect global trends in sectors ranging from banking to augmented reality.
Selin Bahadirli, Executive Vice President of Services at Mastercard for Eastern Europe, the Middle East, and Africa, underscored the importance of blending physical and digital customer experiences. She highlighted Mastercard’s AI-powered digital employees as a key driver of this transformation, offering immersive and innovative interactions for NBE customers.
Karim Soos, CEO of Retail Banking and Branches at NBE, noted that this agreement supports NBE’s digital transformation strategy, expanding its reach to tech-savvy customers, particularly younger generations. The service, still under review by the Central Bank of Egypt, will be rolled out in NBE’s electronic service branches, marking the bank as the first in the Middle East to integrate AI-driven digital humans into its operations.
Keith Jordan, Vice President of Innovation at Mastercard Ventures, expressed excitement about Mastercard’s Digital Human technology, which will drive personalized banking experiences and support NBE’s digital evolution.
Digital employees—computer-generated human representations—are designed to engage customers through advanced technologies such as generative AI, natural language processing, and facial recognition. This innovation signifies a major leap forward in banking customer service and digital transformation.
