Dubai Islamic Bank-UAE - 2025 Customer Recognition Awards: Innovative Problem Solver
Dubai Islamic Bank-UAE
Contact: Muhammad Karan Noor
Country: UAE
Award Category: Innovative Problem Solver
Tell us about the business problem you were trying to solve.
Customer email reviews, timely understand the problem and forward them to respective team for the response.
What SAS products did you use and how did you use them?
SAS Viya - it helps us to train the LLM model to summarise the email and categorise the problem to easy forward to the respective team.
What were the results or outcomes?
Immediate soft response to the customer, proper categorisation of problem, immediate forward to the respective team for the optimal solution.
It helps us to improve the customer experience.
It helps us to improve the customer experience.
Why is this approach innovative?
Before implementing this solution, it was through manual exercise where the volume of customer email and then proper understanding of problem and further to categorization of customer problem was difficult, especially during weekend and after office hours where responses remains unattended and were causing bad customer experience.
