Old Mutual Investment Group Launches ChatBot to improve customer experience

The Old Mutual Investment Group, the Asset Management business arm of the UAP Old Mutual Group, has launched its Facebook Messenger ChatBot to improve customer experience. 

Known as ‘Arifa’,  the Old Mutual  Investment Group ChatBot is expected to serve existing Unit holders by giving them the convenience of managing their accounts online. Arifa will further act as a guide to new Unit Trust investors in their investment journey.

“As a business we are focused on enhancing our processes through digital transformation, this means integrating digital technology in all areas of our business which will fundamentally change how we operate and the value we deliver to our customers. The market landscape around the world is changing quite rapidly, and this new innovation underscores our commitment to our customer needs, in these changing times”, stated Peter Anderson, Group MD OMIG, speaking during the launch.

The Old Mutual Investment Group (OMIG) introduced the Unit Trust Funds investment channel in April 2003 under the previous entity name Old Mutual Investment Services (OMIS). In 2019, the business received regulatory and Unit Holder approval to transfer the Unit Trust Funds from Old Mutual Investment Services Kenya (OMIS) to Old Mutual Investment Group (OMIG). “The transfer of the Unit Trust Funds was informed by a decision to place the management of all client funds under one company (OMIG) as opposed to two companies. This arm of the business has grown exponentially, and we are glad to be taking yet another big stride today,” highlighted Mr Anderson.

In 2012, it launched its USSD mobile based platform for Unit Trust Fund investment, i-INVEST; which allows one to start investing with as low as Kes 10 in the Money Market Fund.  Arifa, will complement the operations of i-INVEST and  encourage investment among Kenyans, “The Journey of investment begins on day 1, in our experience those who start out with the lowest price range in i-INVEST  are usually testing the reliability of the channel to their financial goals and thereafter invest more, having learnt what works for them,” Mr Anderson further added.

The enhancement of the customer experience and ease of doing business remains a priority for the UAP Old Mutual group, as evidenced by the launch of an interactive website ‘Dream Enabler’ in 2018.

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