MTB unveils the nation’s first Contact Centre AI Agent

Mutual Trust Bank PLC (MTB) recently launched the country’s first AI-driven voice-based Contact Centre Agent. This innovative solution is set to redefine MTB customer service by offering a faster, smarter, and seamless banking experience, according to a press statement.

With the introduction of this AI-Powered assistant, MTB customers can now access essential banking services (Account/Card Balance Inquiry, Credit Card Outstanding Inquiry, New Card Activation & PIN generation, Product and services related queries etc.) through natural voice interactions, eliminating the need to press numbers or wait in call queues in Contact Centre. Customers interact with the AI agent to inquire about their queries and they will have their desired banking services and solve their problems.

Currently, this innovative service is being rolled out to a selective group of customers and this innovative service will soon be available to all of their valued customers. The launch of the AI Contact Centre Agent is a reaffirmation of MTB’s vision to deliver smarter, more human-centric digital banking experiences.

MTB Contact Centre AI Agent is available 24/7 and continuously evolves through machine learning, allowing it to provide increasingly accurate and personalized responses. As one of the most digitally advanced banks in the country, MTB remains committed to delivering the solutions that prioritize customer convenience and satisfaction.

Speaking about the launch, Syed Mahbubur Rahman, Managing Director & CEO of Mutual Trust Bank PLC, said, “The global demand for AI-driven customer service has never been more urgent. In today’s fast-paced world, customers no longer want to wait in line or navigate complex menus. Removing these pain points and transforming the banking experience through innovative digital solutions could be a game-changer. As a Digital First bank, MTB is proud to lead this evolution and continue setting benchmarks in customer experience.”

MTB’s launch of the Contact Centre AI Agent reinforces its vision of delivering smarter, more human-centric digital banking experiences where the solution that is using meets the care for the customer along with the conveniences that will provide the innovation for upcoming days.

The official launch ceremony was attended by members of the senior management, including Syed Mahbubur Rahman, Managing Director & CEO, Md. Shamsul Islam, Deputy Managing Director & Head of Treasury Division, Md. Bakhteyer Hossain, Deputy Managing Director & COO, Khalid Hossin, Chief Digital Officer, Sharif Ahmed, Head of Core Banking Systems and Technology Projects,  Mohammad Kibria, Head of Contact Centre, along with executives and officers from the Digital Banking and Contact Centre departments.