Visa, a global leader in payments technology, and intella, the deep-tech leader in Arabic-first speech intelligence, have partnered in a dynamic, team-based project to transform conversational AI for financial institutions in the Middle East and North Africa.
Supporting more than 25 different Arabic dialects, this strategic partnership goes beyond traditional models by jointly creating creative solutions that capture the richness and complexity of the region’s linguistic landscape.
The collaboration directly fills a crucial “Intelligence Gap” that cannot be filled by general AI solutions.
This disparity results from two fundamental issues in the region: the standard operating procedure of manually evaluating merely a random sample of customer calls and the inability to fully understand the rich complexities of Arabic dialects.
The technology developed by intella is specifically designed to overcome both obstacles.
Designed with the Arab world in mind, it offers full visibility by analysing each and every customer interaction with unmatched dialectical accuracy. By converting previously untapped conversational data into actionable intelligence, Visa’s partner banks can move from providing reactive customer service to providing proactive, data-driven intelligence.
“This is a pivotal moment. Visa’s partnership with intella validates our foundational belief: that true understanding of the Arab world cannot be an afterthought, it must be the core of the technology,” said Nour Taher, Co-Founder and CEO of intella.
“We are not just providing a tool; we are unlocking the real voice of the customer for the entire regional banking ecosystem. This collaboration will empower financial leaders to make strategic decisions with unprecedented clarity, driving growth and innovation based on every customer conversation.”
Visa’s network to have access to intella’s product ecosystem
Visa’s network will have access to intella’s entire product ecosystem thanks to the partnership, starting with intellaCX, which transforms unstructured call data into valuable resources for agent performance, compliance, and product development.
Additionally, Ziila, Intella’s cutting-edge AI agent, will be adopted by working together to create seamless, next-generation customer experiences.
“We are thrilled to embark on this collaborative journey with intella, leveraging the expertise of Visa Consulting & Analytics to co-develop and enrich conversational AI solutions tailored specifically to address the aspirations of our partners across the MENA region,” said Basma Berti, VP for Visa Consulting & Analytics.
“Visa Implementation Services will lead the delivery and implementation of these solutions across the region to enable this partnership to go far beyond a simple technology integration—it is a shared commitment to expanding the capabilities of Arabic conversational AI, covering 25 dialects across the Middle East and North Africa. Together, we are shaping a powerful unified solution that will empower financial institutions to deliver truly localised and innovative customer experiences at scale, supporting growth and transformation throughout the region.”