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AI Case Study

Mashreq to provide seamless digital customer experience and improve operational efficiency through robotic process automation and machine learning

Mashreq is pioneering the way to transformation by being the first private bank in the UAE to implement AI. The bank leverages technology, including robotic process automation (RPA), artificial intelligence (AI) and machine learning (ML) from BluePrism, aiming to optimise its digital customer experience and operations.


Financial Services


Project Overview

"Mashreq is the first private bank in the UAE to implement an automation platform that integrates emerging technologies such as robotic process automation (RPA), artificial intelligence (AI), machine learning (ML), and cognitive capabilities to deliver seamless digital customer experiences and improve operational efficiency for the bank’s staff so they can better service customers.

Mashreq worked with Virtusa’s Global Automation practice to define the right AI, digital process automation (DPA) and RPA driven process automation strategy for the bank, identify the right virtual workforce platform, and implement intelligent automation across the bank’s process landscape. Virtusa leveraged its strong experience in designing and delivering DPA, software robotics and AI solutions for global banks - and helped Mashreq design and build solutions that met their strategic vision for operational excellence and customer experience.

By adopting Blue Prism’s Digital Workforce capabilities and interfacing them with other ML, API, and AI platforms like Watson, Mashreq is on an accelerated track to be the most innovative digital bank in the region. Mashreq has recently launched a new, full-service digital bank, Mashreq Neo, to cater to the day-to-day needs of a world on the move. This new digital bank is completely branchless and will immerse users into a compelling digital experience. The Blue Prism implementation will bolster Mashreq’s ability to provide seamless and convenient delivery-on-demand services to their tech-savvy customers through Mashreq Neo and other banking platforms"

Reported Results

Results undisclosed



Customer Service

Technical And Product Support


"As part of its digital transformation journey, Mashreq Bank is continuously evolving its strategies to innovate and transform its banking operations. This helps address changing consumer needs by developing new products and services and providing seamless, convenient, and secure banking services to its customers."



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