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Salary day and statement day
Each call is answered as it arrives, up to the capacity of your lines. xAIa handled 57,000 calls in one day, its record.
Voice AI for banking
Cards, KYC and collections, handled and on record.
- Lost and stolen cardsCards blocked as soon as the loss is reported, day or night.
- Unrecognised transactionsLogged with the date and time and the customer's words, then sent to your disputes team.
- Payment remindersCustomers called before a card, loan or finance payment is due.
- Early collectionsMissed payments followed up in the first days, between 09:00 and 20:00.
Banking
- 100%
- of calls, human and AI, reviewed by ComplAI
- 750,000
- calls in one month, xAIa's record
- 90+
- languages, Arabic and English first
Example: Hi, my card was just declined at the ATM. Can you check why? The AI employee answers, and the result: Caller verified in the banking app; Expired Emirates ID noted for the KYC team.
A banking call with voice AI, step by step.
- Verified.The customer hears it is an AI employee, then passes your own identity check.
- Checked.Card status, holds and the KYC file are read from your systems during the call.
- Explained.The cause and the fix are given in plain words, in the customer's language.
- Followed up.Your KYC team gets the case, and the AI employee calls again if the update has not arrived.
- Customer
- Rashid M.
- Identity
- Approved in the app
- Called about
- Card declined at ATM
- Cause
- Emirates ID expired
- Next step
- ID update in the app
- Follow-up
- Thursday, if not updated
Example case, ready for your KYC team
AI customer service in banking: cards, collections and KYC.
Phone banking
Collections
KYC refresh
Verify every caller, then handle the card or account request.
Cards blocked as soon as the loss is reported, day or night.
Phone banking
Call every early-bucket customer between 09:00 and 20:00.
Customers called before a card, loan or finance payment is due.
Collections
Chase expired IDs and missing documents before cards are blocked.
Customers called while the notice period runs, before their cards are blocked.
KYC refresh
What a bank's contact centre gets from voice AI.
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Decisions stay with your people
Credit, fees, refunds and hardship go to your team, and ComplAI checks each call the AI employee handles.
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Expired IDs updated before the block
Customers are called while the 90-day notice runs and shown how to update in your app or at a branch.
What the UAE Central Bank expects on every call.
Every conversation follows the rules your regulators set.
Caller verification first
The caller passes your own verification before any balance, card or account detail is shared.
AI disclosure at the opening
Customers hear they are speaking to an AI employee, and can ask for a person at any point.
Two calling windows kept
Collections calls between 09:00 and 20:00, and offers between 09:00 and 18:00 to customers who opted in.
UAE data residency
Recordings, transcripts and customer data held in the UAE, as the Consumer Protection Standards require.
Hear it for yourself.
Or listen to a recorded enquiry
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FAQ
Questions banks ask about voice AI
Does the AI employee tell customers it is an AI, and can they ask for a person?
- Yes. The AI employee says it is an AI at the start of every call, and any customer who wants a person is transferred with the identity check and the conversation attached. The Central Bank's Guidance Note on AI, issued on 11 February 2026, expects banks to tell customers when they are interacting with AI and to let them ask for a human review of a decision the AI made. Disclosures run in Arabic and English, and the rest of the call can carry on in the customer's own language, one of the 90+ the AI employee speaks.
How does the AI employee verify a caller before sharing account details?
- With the check your bank already uses on the phone, such as an approval request sent to your banking app. No balance, card or account detail is shared until it passes, and a failed check is passed to your team. On calls the bank makes, the AI employee does not ask for a PIN, a password, a card number or a one-time code, in line with the fraud warnings UAE banks give their customers.
Can the AI employee approve credit, waive a fee or refund a disputed charge?
- No. Those decisions sit outside the permissions it holds, so they reach your team even when a customer presses for an answer on the call. For a transaction the customer does not recognise, it records the date and time and the customer's own words, explains the options the Consumer Protection Standards require, from blocking the card while the bank investigates to cancelling and replacing it, and sends the case to your disputes team. The refund is decided by that team, within the time the Standards allow.
When does the AI employee make collections calls, and what does it say?
- Between 09:00 and 20:00, the hours the Central Bank's Consumer Protection Standards allow for calls about arrears, and no more often than your policy sets. Each call names the bank and its collections team, gives the number and working hours for calling back, and names the AI employee. When nobody answers, it leaves a message so the customer can call the same number back. Every call is recorded for your files, which the Standards require you to keep for five years after the debt is settled or written off, and hardship, disputes and requests to restructure go to your collections team with the recording.
Can the AI employee call customers with product offers?
- Only within telemarketing your board has approved in writing, and only to customers whose consent covers calls from AI agents, under the Central Bank's Telemarketing Regulation, in force since 31 March 2026. Calls run between 09:00 and 18:00, at most once a day and twice a week, with no further call about a product the customer refused or did not answer. Each call opens with the bank's name and the purpose, tells the customer they can complain to the bank or to Sanadak and can register with the Do Not Call Registry, says the call is recorded and asks whether now is a good time. Which products may be offered by phone is a decision for your compliance team.
Where is the call data kept?
- Inside the country. The Central Bank's Consumer Protection Standards require banks to hold customer and transaction data in the UAE, and the UAE's federal data protection law leaves personal banking data to banking legislation such as these Standards. Recordings, transcripts and call logs are held in the UAE, each person's access is set by role and logged, and your data is never used to train shared models.
Does it work for Islamic banks?
- Yes. The AI employee uses the terms your Shari'ah function approves, such as finance, instalment and profit rate, and quotes rates and fees only from the product's Key Facts Statement. A customer who doubts a product's Shari'ah basis is passed to your internal Shari'ah function, which the Consumer Protection Standards require Islamic banks to make available.
How soon can a bank go live with an AI employee?
- xAIa's deployments went from pilot to production in 30 days. A bank can build and test its first queue, such as the lost-card line or payment reminders, while its outsourcing, security and vendor reviews run, go live on its existing numbers once they are signed off, then add the next queue after the first has proved itself on real calls.