Bank of Maldives BML today introduces its Artificial Intelligence (AI) powered digital banking assistant, “Aaya” as part of its commitment to enhance customer experience.

BML explained that “Aaya” is an intelligent chatbot available 24 hours a through the Bank’s website, Facebook Messenger, Viber, and Whatsapp.

BML said that with its ability to respond in both Dhivehi and English, Aaya will be able to provide answers to customer queries in real time and transfer to a customer service agent whenever required.

The Bank said that as the leading financial institution in the Maldives, BML has continued to invest heavily in enhancing customer experience, differentiating itself by providing digital, self-service functions that allow customers to manage day-to-day banking online.

It said that now customers have a wide array of digital offerings from the Bank, from instant bank account opening to online loans and financing, self-service management of debit and credit cards international money transfer, and TT services.

BML further said that as a result of the improved services at the Bank’s Contact Centre, it now provides interactive call menus with options to receive information via SMS in English or Dhivehi, request for call back while on queue, and priority calling for urgent services.

BML’s CEO and Managing Director Karl Stumke commented that customers want to engage with brands like theirs using the channel of their choice

The platform powering ‘Aaya’ uses generative AI and the latest in Natural Language Processing (NLP) to allow for smart conversations across multiple channels. For our customers, this means faster response and resolution times, ultimately leading to increased customer satisfaction
Karl Stumke, BML's CEO and Managing Director

Bank of Maldives currently serves over 325,000 customers with the nationwide network of 38 branches across all 20 atolls, 87 Self Service Banking Centres, 143 ATMs, over 200 agents and a full suite of Digital Banking services