Bank of Maldives (BML) observed its most successful year in 2023, and observed a record high MVR 2.07 billion annual profit-after-tax.
The national bank welcomed 23,000 new customers last year, expanding its total accounts to over 66,000.
“Providing a comprehensive and secure service to our customers is among the top priorities of the bank,” said the Director of Customer Services, BML Gulnaz Mahir.
“Our aim is to extend satisfactory services to our customer base, which they accept gratuitously, and under this mission, our annual customer complaints declined by 20%,” she added.
The bank also introduced the Digital Banking Assistant, Aaya in May 2023 to enhance customer experiences. The digital chatbot is available on BML’s official website, Facebook Messenger, Viber and WhatsApp, providing 24/7 support.
Gulnaz also noted Aaya was designed to provide answers to customer queries without having the need to reach directly to BML customer-care center, which takes up time on the customer’s end.
Out of the 47,000 chat strings last year, 53% were responded thoroughly by Aaya.
Gulnaz noted that the bank achieved 24% growth in resolving customer complaints in 2023, indicating the BML’s commitment on enhancing customer experiences.
Bank of Maldives (BML) has the largest banking network in the country, providing various banking services including a full-suite of digital banking options; including Internet and Mobile Banking applications.
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