Bank AL Habib has taken a pioneering step in Pakistan’s digital banking evolution by launching the country’s first AI-powered contact center ecosystem, in collaboration with technology partners C Square and wAI Industries. This landmark initiative marks a new chapter in customer engagement, driven by the integration of advanced artificial intelligence and automation technologies.
Central to this transformation is the deployment of the Genesys Engage platform by C Square, a unified customer experience solution known for its enterprise-grade reliability and seamless omnichannel communication. Genesys Engage enables Bank AL Habib to connect with customers across voice, digital, and social platforms while maintaining consistent service levels. The platform facilitates real-time insights and customer journey orchestration, aligning with the bank’s vision to set new standards for intelligent customer service.
Complementing this infrastructure is the Alara Conversational AI, developed by wAI Industries, which delivers natural and intuitive AI-driven interactions for everyday banking tasks. The AI agents are designed to mimic human conversations, allowing customers to perform routine banking services such as balance inquiries, fund transfers, and general queries without the need for human intervention. This not only boosts operational efficiency but also enhances customer satisfaction through faster and more personalized responses.
To ensure a secure digital environment, the ecosystem integrates VB Verify’s voice biometrics, allowing customers to authenticate themselves quickly and securely using voice recognition. This layer of biometric verification eliminates traditional authentication hurdles while maintaining high security standards—an essential aspect in modern digital banking.
“This partnership reflects Bank AL Habib’s bold vision to lead Pakistan’s digital banking evolution. With AI-first experiences becoming the standard, we are proud to support this shift with the region’s most advanced CX and automation technologies,” said Ahsan Mashkoor, CEO of C Square.
Echoing this sentiment, Syed Zafar Ali Zaidi, Chief Digital & Marketing Officer at Bank AL Habib, stated, “The Contact Center remains a vital pillar of customer trust, and this collaboration marks a key milestone in our digital transformation. By introducing Pakistan’s first AI-powered Contact Center ecosystem, we are placing intelligent automation and secure, human-like AI experiences at the core of customer engagement—defining a new standard for banking interactions.”
This initiative positions Bank AL Habib as a leader in digital innovation within Pakistan’s financial services sector. The strategic partnership underscores a shared vision between Bank AL Habib, C Square, and wAI Industries to reimagine how banks interact with customers through technology.
The signing ceremony of the partnership included notable attendees such as Ahsan Mashkoor (CEO & Co-founder, C Square & wAI Industries), Hassan Shaikh (CTO & Co-founder, C Square), Tanvir Hussain (Head of Sales, C Square), Syed Tausif (Head of PMO, C Square), Hatim Amro (Regional Sales Manager, Genesys), Alexandros Gkindis (Regional Sales Director, Genesys MENA), Syed Zafar Ali Zaidi (Chief Digital & Marketing Officer, Bank AL Habib), Irfan Ravjani (Head Digital Project Management, Bank AL Habib), and Muhammad Aqeel (Head Digital Products, Bank AL Habib).
This collaboration sets a high benchmark for the future of banking in Pakistan, demonstrating how human agents and AI can work together to create scalable, secure, and highly effective customer experiences.