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Your bank wants to talk to you - literally | Mohammad Abdel Razek explains Mashreq's AI strategy
Description
SPONSORED - In this episode of AB Majlis, host Tala Michel Issa speaks with Mohammad Abdel Razek, Head of Technology at Mashreq Bank, about the future of AI in banking. Abdel Razek, who leads technology, data, and transformation at Mashreq, breaks down the bank's "trustworthy AI-infused banking" strategy across four key quadrants: customer experience (CX), productivity, growth, and protection.
Learn how Mashreq is developing conversational banking technologies that could enable customers to interact with ATMs and banking systems using natural voice commands while still maintaining human involvement for complex financial decisions like home loans.
Abdel Razek discusses how AI is helping the bank manage exponentially larger customer bases across 11 global markets including the US, UK, Hong Kong, and India, while addressing critical concerns about data quality, bias in AI decision-making, and cybersecurity threats.
The conversation also explores the UAE's ambitious AI initiatives and digital infrastructure advantages, the bank's expansion in Egypt and Pakistan, and the emerging concept of "agentic AI" where intelligent agents might soon conduct banking transactions on behalf of customers. Whether you're interested in financial technology, AI ethics, or the future of customer service, this episode offers valuable insights from one of the banking sector's leading technology innovators.