Stanbic Bank Zambia has launched Stan, an AI (artificial intelligence) powered automated agent providing customer support across social media and chat platforms.
The bank looked at emerging trends in customer interactions to design a conversational experience that feels personal and bring out the personality of ‘Stan the Stanbic Guy’, Stanbic Bank Zambia’s brand mascot.
Following this launch customers will be able to interact with the bank through WhatsApp, Telegram with Facebook Messenger, Twitter and Instagram planned shortly after.
“Our aim is to make communication with us and banking in general simpler with a quick and easy online alternative that takes advantage of people’s favourite chat platforms,” explained Stanbic Bank Zambia Head of Personal and Business Banking Mwansa Mutati.
Stan the Stanbic Guy, helps customers conduct basic banking tasks and ensure seamless interactions with the bank. The agent provides real time 24/7 support across a range of frequently asked question on mobile banking, Stanbic Insurance products, loans, online banking, and POS machines.
WhatsApp and Telegram platforms are being introduced in the first phase while Twitter, Facebook Messenger and Instagram will be added to the platform in the second phase.
‘Stan the Stanbic Guy’ is an extension of Stanbic’s robust digital banking platform and seeks to make banking more accessible, personal and seamless across all points of contact leveraging social media and chat platforms.
Ms Mutati said: “At a time when physical interaction with clients is limited due to the ongoing threat of COVID-19, there is need for service-oriented companies, particularly financial institutions, to come up with ways to maintain a solid connection with their clients to avoid being detached from the clients’ needs.
“Remaining relevant to our customers means listening to their needs and staying ahead of the curve by giving them tools that allow them to function and perform at their best; that involves round-the-clock access to financial services at the client’s convenience.”
She added that Stanbic’s aim was to create value for its customers through innovations such as the Stan the Stanbic Guy, and in the process be an indispensable partner to clients as they strive to achieve their goals.
“Banking on the go is a must for today’s clients, not only because of the fast paced and increasingly digital world we live in but also as an added way to keep society and the economy running while still helping stop the spread of COVID-19,” Ms Mutati said.
Stanbic Bank Zambia has invested over ZMW730 million in technology over the last five years, providing customers with superior customer service through continuous digital innovations that maximise convenience and make banking a pleasant experience for clients despite the ongoing pandemic.
Source: Langmead & Baker