Equity Bank has introduced a banking platform chatbot dubbed the Equity Virtual Assistant (EVA).
The EVA chatbot will be available for WhatsApp, Facebook Messenger, and Telegram users.
Capital reported that the bot is in a position to simulate a conversation with a user across the stated platforms and it will offer digital banking and customer support services to existing and new customers.
The services offered on EVA include buying airtime, sending money, buying goods and services, paying bills, viewing account balances, and getting a statement at any time within their social media platform.
Speaking during the release of Q1 2022 results, Equity Bank Managing Director and CEO James Mwangi said;
“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
“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.”
How to use Equity Virtual Assistance (EVA)
The new Equity Virtual Assistant can be accessed via:
- WhatsApp – Save the number 0763 000 000 on your phone and start chatting with EVA or Click https://bit.ly/EquityVirtualAssistant
- Facebook Messenger – Search EquityEva or Click https://facebook.com/EquityEva
- Telegram – Search @Equitychatbot or Click https://bit.ly/EvaTelegramChatbot
At the same time, according to the Customer Service Survey Quarter Four 2018 released by Kenya Bankers of Association, a majority of bank customers in Kenya prefer to be served by tellers to using automated services at their bank branches.
The report showed that customers wish to relate more to humans than Artificial Intelligence model of customer service like robots and chatbots.
“However, further research is needed to establish whether this trend owes to low levels of awareness about the value proportion of chat-bots, robots and other emerging data-driven Artificial Intelligence technologies,” the survey says.
