Egypt: Mastercard and National Bank of Egypt Introduce AI-Powered Digital Employees for Enhanced Customer Service

Mastercard and the National Bank of Egypt (NBE) have entered a pioneering partnership to deploy AI-powered digital employees, transforming customer service interactions within the bank’s non-financial services. This initiative marks a significant step forward in Egypt’s banking sector, leveraging artificial intelligence to deliver virtual support and enhance digital experiences for NBE customers.

Yehia Abou ElFotouh, Deputy Chairman of NBE, emphasized the bank’s focus on digital transformation, highlighting this partnership with Mastercard, a global leader in payment technologies. By integrating advanced AI solutions, NBE aims to offer innovative, high-quality services that align with global banking trends and the rise of technologies like augmented reality.

Selin Bahadirli, Executive Vice President of Services at Mastercard for Eastern Europe, the Middle East, and Africa, noted that merging physical and digital interactions is crucial for the future of banking. She explained that Mastercard’s AI-powered digital employees will play a central role in this transformation, offering NBE customers immersive, personalized experiences.

Karim Soos, CEO of Retail Banking and Branches at NBE, stated that the initiative aligns with the bank’s digital transformation strategy, catering to the growing demands of tech-savvy and younger customers. The AI-driven service, pending approval from the Central Bank of Egypt, will initially be launched in NBE’s electronic service branches, positioning the bank as the first in the Middle East to implement AI-powered digital humans.

Keith Jordan, Vice President of Innovation at Mastercard Ventures, expressed enthusiasm about the potential of Mastercard’s Digital Human technology. He emphasized its ability to deliver tailored customer experiences and accelerate NBE’s digital journey.

These digital employees—virtual human avatars—are designed to interact with customers using advanced technologies such as generative AI, natural language processing, and facial recognition. This groundbreaking innovation represents a major advancement in banking customer service, further propelling NBE’s commitment to digital transformation.