Commercial Bank of Dubai Offers a Smarter Way of Banking with Virtual Assistant Sara

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As the region’s very first Virtual Banking Assistant, Sara is innovative, revolutionary and cutting-edge.

At Commercial Bank of Dubai, our goal is to bring online banking to the next level: smarter, easier, responsive. Virtual Assistant Sara helps us do that across desktops, mobiles, tablets and kiosks.

Creative Virtual, a global leader in customer engagement self-service solutions, today shared the success story of the Commercial Bank of Dubai’s (CBD) virtual assistant implementation powered by V-Person™ technology. CBD is one of the leading banks in the United Arab Emirates and offers its customers a full range of personal and commercial banking products and services. They pride themselves in being a progressive and modern banking institution, and selected Creative Virtual’s innovative technology to power their Smart Help solution.

Originally launched as part of CBD’s new website and online banking portal in 2014, the virtual assistant is designed to enable customers to find the right information at the right time – anytime, anywhere. To achieve this, Sara is accessible on both the public-facing website and within the secure banking area of the website and utilises templates designed specifically to optimise the experience on a variety of devices. The Smart Help tool is also integrated with live chat to seamlessly escalate users to a live agent when needed.

“At Commercial Bank of Dubai, our goal is to bring online banking to the next level: smarter, easier, responsive,” said Frans Jan Burkens, Deputy General Manager, Personal Banking Group at CBD. “Virtual Assistant Sara helps us do that across desktops, mobiles, tablets and kiosks.”

With V-Portal™, Creative Virtual’s knowledge management, workflow management and business intelligence reporting platform, CBD was able to bring together information from across the organisation into one place to easily create, review, update and deploy the virtual assistant’s content. The advanced reporting allows CBD to obtain key metrics on call deflection, conversions and satisfaction rates alongside each question in real-time.

“Sara is giving us an insight into what our customers are thinking and feeling, which enables us to continuously improve our business,” said Achillefs Manolopoulos, Head of Digital Channels at CBD.

In addition to a positive response from customers and a growing usage across channels, Sara has also played an integral role in CBD’s recent award wins in the prestigious Banker Middle East UAE Product Awards and International Business Excellence Awards programmes.

To learn more about CBD’s innovative virtual assistant solution, download the full Customer Success Story.

Creative Virtual is a world leader in self-service customer engagement solutions with global organisations, including HSBC, Verizon, Chase, Lloyds Banking Group, InterContinental Hotels Group, Autodesk and Tesco relying on our technology to improve their customer support experience, increase sales, reduce costs and build brand loyalty. Since 2004, Creative Virtual has built award-winning, critically-acclaimed technologies in knowledge management, natural language processing and virtual assistants to deliver businesses with omnichannel Smart Help tools that enable anywhere, anytime customer engagement. Backed by an experienced, expert team and our innovative knowledge management, workflow management and business intelligence reporting platform, our solutions empower brands to provide customers with consistent, accurate, personalised and seamless experiences across web, mobile, social, SMS, contact centre and IVR channels. Delivering call deflection of up to 50%, increased first contact resolution and powerful customer analytics and outcome tracking, our platform is the most compelling self-service product in the world today.

For more information about Creative Virtual solutions and products, please visit our website at

The Bank was incorporated in Dubai, United Arab Emirates in 1969 and is registered as a Public Shareholding Company (PSC).The Bank is listed on the Dubai Financial Market and is fully owned by UAE Nationals, including 20% by the Investment Corporation of Dubai (ICD). The Bank employs around 1,100 employees of 39 nationalities of which 41% are UAE Nationals. It offers a wide range of conventional and Islamic banking products and services to its corporate, commercial and personal banking customers through a network of 26 branches 3 Cash Offices and a digital kiosk in partnership with the Dubai Higher College of Technology. Moreover the Bank has invested in an extensive network of over 200 ATMs/CDMs.

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Mandy Reed
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