NCC Bank looks to AI for better serving tech-savvy customers

To expand its digital footprint and better serve a growing population of tech-savvy customers, NCC Bank PLC plans to roll out artificial intelligence (AI)-driven banking services, said its Managing Director M Shamsul Arefin.

In an exclusive interview with The Financial Express (FE), Mr Arefin said the upcoming AI-based banking facilities will enable the bank to analyse customer behaviour in real-time and offer tailor-made products and services accordingly.

"We want our services not just at customers' doorsteps, but at their fingertips -- anytime, anywhere," he added.

The move is part of NCC Bank's broader digital transformation strategy, marking its 31st anniversary as a forward-looking and customer-centric institution.

Currently, the bank offers digital services to corporate clients through its internet banking platform "NCC ICON" and to retail clients through the mobile app "NCC Always". Both platforms are continuously upgraded to enhance convenience, security, and user experience.

"We keep adding new features to these platforms to better meet the needs of our clients. Our self-service portal for corporate clients and the Savings Account portal/app for individual customers reflect our commitment to making banking easier and faster," said the NCC Bank MD.

AI integration, Mr Arefin said, will help the bank identify customer needs more accurately, detect fraud in real-time, and optimise internal processes. "Using artificial intelligence, we aim to personalise solutions, improve efficiency, and raise overall customer satisfaction," he said.

He also highlighted the bank's commitment to regulatory compliance and risk management, noting that its operations balance strong customer service with prudent financial practices.

"Now, the bank is regarded as a good bank by all its stakeholders," he said, adding that the lender has adopted a modern operational model focused on centralisation, customer delight, and risk controls.

Asked how the bank sustained steady deposit growth amid an industry-wide slowdown, he said NCC Bank maintained remarkable growth despite the overall decline in customer trust and confidence.

The bank recorded 11 per cent deposit growth in 2024, which rose to around 16 per cent in the first half of 2025.

Mr Arefin attributed this growth to customers' trust in NCC Bank, particularly its Islamic banking services, which have attracted clients from struggling banks. "Many depositors from unconventional banks are turning to us. Our Shariah-compliant services have seen significant traction," he said.

He stressed that NCC Bank does not follow aggressive expansion strategies but focuses on sustainable, well-structured growth. "The board encourages sustainable development of our lending portfolio aligned with our structured liabilities. That's why we have never faced any liquidity crisis," he explained.

Over the past three decades, NCC Bank has grown into a resilient and forward-looking financial institution. Its diversified portfolio now spans corporate, SME, and retail banking, supported by strategic investments in trade finance, digital services, sustainable finance, and Islamic banking.

The bank has demonstrated resilience amid global and domestic challenges, including inflationary pressure, foreign exchange volatility, and liquidity stress. It ended 2024 with a 30.1 per cent increase in operating profit and a record surge in digital transactions, according to Mr Arefin.

He believes that continued digital innovation is essential for long-term competitiveness in Bangladesh's evolving banking landscape.

"With our strategic vision and the planned integration of AI, we are preparing for the next leap in customer-focused banking," the bank's top executive concluded.

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