MTB unveils nation's first AI contact centre

FE Team | Published: May 13, 2025 22:47:03

MTB recently launched AI driven contact centre, reinforcing its vision of delivering more human-centric digital banking experiences. 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.

Mutual Trust Bank (MTB) recently launched the country's first AI driven voice-based contact centre.
This innovative solution is set to redefine MTB's customer services through a faster, smarter and seamless banking experience, according to a press statement.
After the introduction of this AI-powered assistant, MTB customers can access essential banking services, such as account/card balance inquiry, credit card outstanding inquiry, new card activation and PIN generation, product and services related queries, etc.
The services will be delivered through natural voice interactions, eliminating the need to press numbers or wait in call queues in contact centre.
Currently, this innovative service is given to a selective group of customers and will soon be available to all valued customers.
MTB contact centre AI agent is available 24/7 and continuously evolves through machine learning, allowing it to provide increasingly accurate and personalised responses.
As one of the most digitally advanced banks in the country, MTB remains committed to delivering solutions that prioritise customer convenience and satisfaction.
Speaking about the launch, Syed Mahbubur Rahman, managing director & CEO of Mutual Trust Bank, 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."