Host: The Dubai Fintech Summit opens this week and one question is everywhere: how fast can AI move from the demo to your phone? Al Ansari Exchange said it is testing voice AI in its app and exploring agentic AI, as part of a Dubai program with 11 companies. Al Ansari also celebrates 60 years in business. With us on Zoom are Bruno Lopes, Group Chief Technology Officer, and Rashid Basheer, Head of Digital Channels at Al Ansari. You are joining us from the Dubai Fintech Summit. What is the mood on the floor? Let's start with you, Bruno.
Bruno Lopes: It is a very exciting time for the financial services industry, particularly in Dubai. We are witnessing a shift from discussing the potential of emerging technologies to actually implementing them. AI, digital payment platforms and other financial innovations are no longer just future ambitions. They are becoming an integral part of the ecosystem in how financial institutions operate and serve their customers. Al Ansari is no exception, and we are part of that transformation. We are exploring how technologies such as AI and advanced payment infrastructures can help us deliver more efficient, more secure and more accessible financial services.
Host: Rashid, how are you seeing the mood on the floor?
Rashid Basheer: There is a real sense of opportunity, particularly around collaboration and co-creation. What is exciting is that most solutions in the market are genuinely focused on solving customer problems, rather than simply showcasing new technology. For an organisation like Al Ansari Exchange, that is particularly interesting. We have a deep understanding of our customers and the challenges they face, while fintech innovators bring new ideas and capabilities. When you bring these two together, there is an opportunity to create something genuinely meaningful. For me, the excitement is not just about what technology can do, but what we can achieve together for our customers, and I can see that all around this place.
Host: Bruno, Al Ansari is celebrating 60 years in business. Looking back over that time, what has changed most in the technology behind the company?
Bruno Lopes: Sixty years is a remarkable milestone. It reflects how Al Ansari Exchange has continuously evolved alongside the financial landscape. We have witnessed a fundamental transformation in how our financial services are delivered, from traditional branch based transactions to an increasingly connected digital ecosystem. Technology is changing almost every aspect of our business, from how we process transactions and connect with international payment networks to how we manage compliance, security and customer experience. Today we are investing in advanced digital platforms, cloud enabled infrastructure, automation and artificial intelligence to support the next phase of our growth. But one thing has remained constant throughout these six decades, and that is our commitment to trust and reliability. We always put our customer first. Technology continues to evolve, but for us trust remains the foundation of everything we do.
Host: Rashid, let's talk about voice AI, which you now have in your app. What can a customer actually do today just by speaking to it?
Rashid Basheer: Today customers can initiate a remittance transaction, check exchange rates and track the status of their transactions simply by speaking to the app. That is quite a meaningful change. Instead of navigating through multiple screens, customers can just speak to the application and it will do exactly what they want. We have made this capability publicly available and customers can use it, but we are also deliberate about how we expand it. For example, remittance through voice currently supports only saved beneficiaries. That is intentional, because we are dealing with people's money and convenience cannot come at the expense of trust and reliability. Our approach is to introduce capabilities progressively, make sure the experience works well for the customer, and then expand what they can do. Ultimately we want financial services to become easier to interact with without compromising customer confidence.
Host: Bruno, you have said voice AI is a stepping stone towards agentic AI. What would agentic AI look like for a customer?
Bruno Lopes: Voice AI is a very important first step, but agentic AI has the potential to take the customer experience to an entirely different level. Traditional AI primarily responds to requests, whereas agentic AI can understand the customer's objective, coordinate and orchestrate multiple steps, and help the customer achieve an outcome. For example, in the near future an AI powered assistant could help a customer send money internationally, guiding them through the process, identifying the appropriate payment options and providing relevant information, all within a seamless interaction. But this must happen within a clearly defined security, compliance and regulatory framework, with appropriate customer authorisation and oversight. At Al Ansari we are exploring these opportunities as part of our broader commitment to AI adoption. We are part of a group of 11 Dubai based companies that have recently pledged to integrate agentic AI into their operations as part of a Dubai government initiative supported by Dubai Chambers. This reflects our commitment to exploring practical, responsible applications of AI across the group. At the end of the day, our ambition is to make financial services not only more digital, but also more intelligent, more intuitive and more responsive to our customers' needs.
Host: When we are talking about sending money, trust is everything. How do you make sure voice AI stays accurate and safe for customers?
Bruno Lopes: Trust and security are absolutely paramount and fundamental to our business, and that will not change with the introduction of artificial intelligence. We approach AI as part of our broader technology, risk management and compliance framework. Innovation must always go hand in hand with strong governance, accuracy, cybersecurity and regulatory compliance. This is particularly important in financial services, where customer information and financial transactions must be handled with the highest level of care. At Al Ansari we take a measured approach to AI adoption. We focus on reliable and scalable solutions that meet the requirements of a very regulated industry. Technology should enhance customer service, but not eliminate the human element. Our customers must continue to have access to personal assistance whenever they need it. Ultimately our priority is to ensure that innovation strengthens and complements customer confidence rather than compromising it.
Host: Rashid, innovation in digital banking, payments and customer experience is moving fast. What is the next big upgrade customers will actually notice?
Rashid Basheer: The next big change will be in how financial services understand and respond to what customers are actually trying to achieve. Today financial services are largely organised around products. Customers have to figure out which product they need, which application to use and what process to follow. I believe that will gradually change. Instead of customers navigating individual products, financial services will increasingly be able to understand their needs and bring together the right solutions. That is particularly relevant for us at an exchange. Our relationship with the customer may begin with something as simple as sending money home, but that customer has many other financial needs through their life. Our opportunity is to understand those needs and help address them, whether through capabilities we develop ourselves or through partnerships with others. Other emerging technologies will help enable this, but the real transformation is moving from simply providing financial transactions to becoming a trusted partner in our customers' financial lives.
Host: Thank you so much, Rashid and Bruno, for joining us today.
