MTB Intelligent Avatar (MITA) Qorus-Infosys Finacle Banking Innovation Awards 2026

MTB introduces the first AI-powered virtual RM (Relationship Manager) in Bangladesh: MITA (MTB Intelligent Assistant)

Mutual Trust Bank PLC (MTB) is proud to introduce - MITA (MTB Intelligent Assistant), a dedicated AI-powered virtual RM for both MTB customers and non-customers alike. It is a personal and dedicated virtual, humanoid banking relationship manager (RM) for each user.

As an AI-powered virtual RM, MITA can do many things that a human RM can do. MITA is capable of answering banking queries, providing financial education and knowledge, having friendly conversations even on non-banking topics, guiding and onboarding users to desired banking services and many more.

MTB Avatar was developed with the vision of making banking services more accessible and inclusive for all segments of customers. Many individuals, particularly those in rural communities or those who are not comfortable with writing or navigating digital applications, often face challenges when using conventional banking platforms. MTB Avatar addresses this gap by enabling customers to interact through simple voice communication, allowing people who can speak but may not be able to type or operate complex apps to access banking services easily.

In addition, a specialized avatar has been designed for SME banking, represented as a village woman. This culturally relatable appearance helps farmers and rural entrepreneurs feel more comfortable and confident when seeking financial information or services. By reflecting familiar social identities, the avatar encourages greater trust and engagement among users from rural areas.

Furthermore, MTB Avatar functions as a 24/7 digital banking assistant, capable of providing continuous support similar to that of a human Relationship Manager. It ensures that customers can receive guidance, information, and banking assistance at any time, enhancing convenience and strengthening the overall customer experience.

Mutual Trust Bank PLC (MTB) created history, when MTB Avatar, the foundational platform of MITA, was first launched in March 06, 2025. At that time, MTB Avatar was the first banking avatar in South Asia. MTB Avatar was still a work-in-progress platform, continuously learning from over 3 lakh user interactions over 10 months. MITA is currently the ultimate evolution of the MTB Avatar platform.

MITA operates as a digital service channel that complements MTB’s branch and call center network. Customers can interact with the Avatar to receive instant information on products, submit service requests, and generate leads for banking products such as credit cards, loans, accounts, deposits, and agent banking. To date, the Avatar has generated over 300 credit card leads, 90 retail general loan leads, 40 SME loan leads, 100 NRB account requests, and 50 savings account leads. Customer adoption is strong, with 251,998 interactions, including 16,572 voice-based conversations. The business model is scalable, as it reduces service delivery costs, creates a new digital sales channel, and strengthens customer acquisition and retention in Bangladesh’s competitive financial sector.

Indicators

•            50,000+ customers actively using the Avatar within 12 months.

•            1,000+ verified product leads generated per year.

•            25% reduction in call center traffic.

•            30% increase in customer satisfaction scores (survey-based).

MITA is now available at: www.avatar.mutualtrustbank.com , and MTB NEO app (both on Android Playstore and iOS App Store platform). As part of MTB’s continuous commitment to digital excellence, MITA will continuously learn and offer even more banking services and conversations on broad varieties of topics to the users.