Stanbic invests K730m in customer service, digital innovation

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BUUMBA CHIMBULU writes

@SunZambian

OVER K730 million has been invested in technology at Stanbic Bank Zambia in the last five years, providing customers with superior customer service through continuous digital innovations.

The bank has therefore launched Stan an AI (artificial intelligence) powered automated agent providing customer support across social media and chat platforms.

Stanbic’s aim is to create value for customers through innovations such as the Stan the Stanbic Guy, and in the process be an indispensable partner to clients.

This is according to the Stanbic Bank Zambia Head of Personal and Business Banking, Mwansa Mutati.

Ms Mutati in a statement observed the need for service-oriented companies, particularly financial institutions, to introduce ways to maintain a solid connection with their clients to avoid being detached from the clients’ needs.

“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,” she said.

Ms Mutati explained that the aim was to make communication with the Bank and banking in general simpler with a quick and easy online alternative that took advantage of people’s favourite chat platforms.

“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 said.

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.

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