BUSINESSNews

Equity bank rolls out chatbot on WhatsApp, Facebook Messenger, and Telegram


Equity has introduced Equity Virtual Assistant (EVA), the Bank’s chat banking platform for WhatsApp, Facebook Messenger and Telegram.

EVA chatbot will offer digital banking and customer support services to existing and new customers and can simulate a conversation (or a chat) with a user.

Customers can manage their accounts on EVA and engage with the virtual assistant to make transactions like buying airtime, sending money, buying goods and services, paying bills, viewing account balances, and getting a statement anytime anywhere within their social media platform of choice.

“We are more than a bank, we are an enabler of lifestyle, fulfilling the needs and aspirations of our customers and communities. The launch of Equity Virtual Assistant, EVA, is in line with our journey to make our services and products available virtually and online.“  Equity Group Managing Director and CEO Dr. James Mwangi said while announcing the bank“s Q1 2022 results.

“We are continually investing in technology and products that are designed to give our customers more freedom of choice, ease of access, convenience and control. Using Artificial Intelligence, EVA will be able to constantly evolve and learn from the interactions it has with customers to provide responses. We endeavor to deliver financial services to our customers wherever they are and at whatever time in a secure, convenient and flexible way.” he added.

The new Equity Virtual Assistant seeks to improve customer experience and streamline banking processes.  EVA Chatbot is inspired by Equity’s investment in advanced technologies such as Artificial Intelligence, Machine Learning, Robotics Process Automation and Advanced Analytics. These technologies converge to create new and improved experience for customers who can now access banking services without leaving their favorite social messaging apps. This adds to the innovations that have continued to drive Equity’s business transformation enabling it to transition from fixed cost to third party variable channels and self-service platforms.

These innovations saw the Bank’s transactions on mobile, internet, and third-party channels rise to 97.1%, in the first quarter of 2022, as compared to only 2.9% of transactions happening in physical branches and ATM outlets over the same period last year.

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