SEDCO and S2M ally to revolutionise self-service banking with integrated, AI-powered solutions

Khaleej Times

02-06-2025

SEDCO, a global leader in customer experience and digital transformation solutions, has partnered with S2M, a pioneer in payment and card management technologies, to deliver next-generation self-service banking solutions. Announced at Seamless ME 2025 in Dubai recently, the partnership aims to provide banks with integrated, AI-powered solutions that enhance customer convenience and operational efficiency.
The collaboration focuses on delivering instant card issuance through smart, user-friendly kiosks, enabling customers to open accounts and receive debit cards within minutes. By combining SEDCO's expertise in digital customer journeys with S2M's robust payment infrastructure, the alliance seeks to redefine banking accessibility and experience.
'Our strategic partnership with S2M represents a significant step towards transforming the banking landscape,' said Majdi Shawish, CEO of SEDCO. 'Together, we are committed to providing seamless, secure, and accessible banking solutions that meet the evolving needs of customers worldwide.'
'By integrating our conversational AI and AI-powered queuing systems with S2M's payment technologies, we are enabling banks to offer 24/7 services, reduce operational costs, and enhance customer satisfaction. This synergy empowers financial institutions to stay competitive in a rapidly changing market,' he added.
Mohammed Amarti Riffi, executive vice-president at S2M, commented, 'Partnering with SEDCO allows us to extend our reach and deliver comprehensive self-service solutions that address the growing demand for instant, secure, and user-friendly banking services. Our combined expertise ensures that customers have access to innovative solutions that simplify their financial interactions.'
Speaking about how customer expectations have evolved in recent years, Shawish said: 'People increasingly demand speed, convenience, and round-the-clock availability. Traditional banking hours and legacy systems often fall short, particularly among digital-first customers and in underserved areas. Self-service banking, powered by AI and smart kiosks, is bridging this gap and redefining how customers engage with banks.'
'Conversational AI plays a central role in this transformation, simulating human interaction to deliver a natural, intuitive experience through virtual assistants. SEDCO's AI systems are specifically trained on each bank's knowledge base, ensuring that interactions reflect the bank's tone, policies, and service priorities. This allows customers to perform complex tasks, such as opening accounts or issuing new cards, without needing to speak to a human agent,' he further stated.
He continued, 'One leading bank in the region deployed SEDCO's self-service kiosks across multiple branches to streamline common transactions like card issuance, chequebook printing, account statement printing, and account updates. As a result, the bank reduced in-branch waiting times, significantly improved service availability to 24/7, and freed up staff to focus on high-value, advisory roles. This transformation not only enhanced customer satisfaction but also optimised operational costs and branch resources.
'Feedback on SEDCO's conversational AI has been overwhelmingly positive. Customers appreciate the simplicity and natural interaction, especially when booking appointments, receiving e-tickets, or accessing basic banking services. Many have expressed a preference for voice or chatbot-based assistance over navigating complex menus, particularly among senior customers who find the AI-driven guidance easier to follow,' he added.
Discussing the advantages of self-service banking, Shawish explained that, unlike traditional banking, self-service solutions are available 24/7 and don't rely on branch visits or working hours. They also reduce operational costs for banks by cutting staffing needs, minimising real estate requirements, and enabling faster turnaround times. 'However, self-service banking is not a replacement for traditional banking. Rather, it complements it by shifting routine transactions to machines and freeing up human staff to focus on complex inquiries and relationship management,' he said.
Shawish opined that while fully digital branches are emerging in some city centres for high-frequency transactional services, the future of banking is largely hybrid. He stated: 'Kiosk-driven services will handle routine tasks efficiently, while human staff will remain essential for complex transactions and relationship-building. SEDCO's solutions are designed to offer this flexibility, helping banks expand their digital services while still providing a personal touch wherever customers need it.'
Both companies bring decades of experience and a shared vision for innovation. SEDCO, with over 40 years of expertise, specialises in comprehensive customer experience management (CEM) solutions that span the entire customer journey, from pre-visit engagement to post-service feedback. Their offerings include advanced queue management systems, digital signage, self-service kiosks, and business intelligence tools, all designed to create seamless, efficient, and personalised customer interactions across various sectors, including banking, telecommunications, healthcare, and government services.
Together, SEDCO and S2M are set to introduce groundbreaking technologies that merge their respective strengths. This includes AI-driven virtual assistants capable of providing human-like interactions, smart kiosks equipped for instant card issuance, and integrated platforms that streamline banking operations while enhancing customer engagement. By leveraging SEDCO's expertise in customer journey optimisation and S2M's robust payment infrastructure, the partnership aims to deliver innovative solutions that redefine the self-service banking experience.
The partnership has already seen successful implementations in various regions across Africa, with plans to expand into the Middle East and parts of Europe. By leveraging their combined strengths, SEDCO and S2M aim to make advanced banking services more accessible to underserved communities, promoting financial inclusion and economic growth.