3
weeks set up
20%
of negative comments now reported: Improved responsiveness thanks to alerts
5x
more insights on CX collected & analysed
Bank Albilad is a leading bank in Saudi Arabia, known for its commitment to excellent service across its extensive network of over 280 physical branches and serves millions of retail and corporate customers. However, it had no structured means of understanding what its customers were actually experiencing on the ground, or whether they were satisfied or not.
To fill this gap and maintain service excellence at scale, it called on AlloBrain to help it capture the true voice of the customer in its branches, analyze it automatically using AI, and obtain actionable insights by area, reason, point of sale, etc.
In just three months, more than 10,000 pieces of voice feedback were collected and analyzed, revealing both major irritants and opportunities for improvement. Building on the success of the PoC, Bank Albilad launched the extension of the project into production in November 2024.
The objective: create a direct line between customer experience and operational decisions, while keeping the process seamless.
With more than 200 branches across the country, Bank Albilad faced a simple but strategic and and common problem: it didn't know what its customers really thought about the welcome, service, or quality of care they received at its branches. There was no system in place to gather customer feedback in a reliable, comparable, and actionable way.
Their existing approach provided limited insights and struggled with data reliability due to potential biases in employee-submitted feedback.
They are not the only ones to encounter difficulties when collecting feedback. Even when a dedicated channel exists, filling out a customer satisfaction form remains a lengthy, unengaging process that is often poorly integrated into the customer journey. The result: very little feedback, and even less useful insight for teams in the field.
To address this need, the bank deployed the AlloReview solution by AlloBrain: an ultra-simple mobile survey, accessible via QR code in each branch (but also through other channels such as email, text message, etc.). In less than 30 seconds, customers can express their experience via voice or text. The feedback is then automatically analyzed by AlloIntelligence AI and displayed in a clear, structured dashboard, allowing agents to filter and obtain KPIs to guide them in their actions with the aim of improving customer satisfaction.
To address these challenges, Bank Albilad partnered with AlloBrain to implement AlloReview, a cutting-edge, AI-powered voice feedback collection system.
Check our solution: AlloReview >
A Phased Approach for Seamless Integration: Recognizing the scale of Bank Albilad's operation, AlloBrain implemented AlloReview across over 200 branches using a phased approach. This strategic rollout began with a pilot program in 10 branches, gradually expanding to 30, 100, and ultimately encompassing over 200 branches within six weeks. This phased approach ensured a smooth transition and minimized any disruption to Bank Albilad's daily operations.
Empowering Customers with QR Code Accessibility: To facilitate effortless participation, AlloBrain strategically placed QR codes throughout each branch. Customers could simply scan these codes using their smartphones to access a user-friendly questionnaire designed to capture their feedback. This innovative approach removed barriers to participation, making it convenient for customers to share their experiences.
Optimizing Analysis for Actionable Intelligence: AlloBrain further enhanced the solution by refining its AI model, training it on the vast amount of verbatim feedback collected during the initial Proof of Concept (POC) with Bank Albilad. This optimization ensured that the analysis was tailored to the bank's specific needs, increasing the accuracy and relevance of the generated insights.
The project kicked off in August 2024 with a pilot across 10 locations, quickly scaling to 30 and then 100 branches in September. By October, the solution had reached full coverage of all 200 branches, culminating in a Proof of Concept (PoC) review. On 1 November 2024, a contract was signed to extend the solution into production and to retrain the AI models based on the PoC data.
Full go-live is planned for Q1 2025, including the launch of multi-channel alerts and the integration of WhatsApp feedback. Technically, QR-based survey forms were created and deployed in less than two weeks. They are hosted on a secure, SAMA-compliant cloud, with encrypted connectors to Bank Albilad’s information system. The extension also includes 16 hours of free optimisation, covering AI model retraining, minor adjustments, and updated documentation, all delivered within the original budget.
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