Bank AL Habib has initiated a major shift in Pakistan’s financial services landscape by launching the country’s first AI-powered contact center ecosystem in collaboration with C Square and wAI Industries. This pioneering move introduces advanced automation and intelligent customer engagement through the integration of Genesys Engage and Alara Conversational AI Agents, setting a new standard for how banks interact with customers across digital and voice channels.
The central component of this AI-driven transformation is the deployment of Genesys Engage, a unified customer experience (CX) platform implemented by C Square. The platform offers enterprise-grade reliability and omnichannel capability, enabling seamless and consistent interactions for customers through voice, chat, email, and social media. This integration allows Bank AL Habib to streamline operations, enhance responsiveness, and elevate service delivery to meet rising customer expectations.
Complementing the platform, wAI Industries has provided its Alara AI Agents, which simulate natural, human-like conversations to handle routine banking inquiries in real time. These conversational AI agents deliver efficiency and convenience, reducing the need for human intervention while maintaining personalized service standards. To ensure secure and frictionless authentication, the system also incorporates VB Verify’s voice biometrics technology, allowing customers to verify their identities through a quick voice prompt—minimizing wait times and enhancing trust.
Syed Zafar Ali Zaidi, Chief Digital and Marketing Officer at Bank AL Habib, emphasized the significance of the initiative, stating that the contact center remains a cornerstone of the bank’s customer engagement strategy. He highlighted that incorporating AI-first experiences into their infrastructure represents a fundamental shift in how customers will now interact with the bank, and demonstrates Bank AL Habib’s commitment to staying ahead in digital innovation. This intelligent contact center ecosystem is a key milestone in the bank’s broader digital transformation journey.
Ahsan Mashkoor, CEO of C Square, described the partnership as a bold and visionary step in Pakistan’s banking sector. He noted that with AI becoming central to customer service worldwide, Bank AL Habib is taking the lead in reimagining banking experiences through next-generation technologies. Mashkoor also noted the critical role of collaborative execution between technology integrators and AI innovators in delivering scalable solutions for the financial industry.
This strategic collaboration also marks a significant achievement for C Square and wAI Industries, showcasing their combined expertise in implementing high-impact, customer-centric technologies. By integrating artificial intelligence with human customer service agents, the solution co-orchestrates seamless, efficient, and secure interactions, driving better outcomes for both customers and the institution.
Bank AL Habib’s forward-thinking move demonstrates how financial institutions in Pakistan are embracing emerging technologies not just to automate processes, but to fundamentally reimagine how customer service is delivered. This launch signals a new era of AI-led banking operations that prioritize personalization, agility, and operational efficiency across touchpoints.
