Yesterday FBC Holdings announced that they will launch an electronic virtual assistant (EVA), an artificial intelligence driven chatbot, for customer services.
Chido is FBC’s first AI-based banking chatbot and can answer customer queries across multiple channels instantly, allowing clients to interact with her on a website or on social media platforms.
Chido has the ability to simulate human conversations through voice commands or text chats or both, a feature which enables it to be embedded and used through any major messaging application such as Facebook and Whatsapp.
Speaking at an analysts briefing on Wednesday, FBC Marketing and Corporate Affairs Executive Priscilla Sadomba said “Chido will initially focus on the 2017 financial results, offering the results for download along with video of our ananlysts briefing. To bridge the knowledge gap for ordinary clients, Chido will define and explain financial terms mentioned in our results as well as answer questions about our performance and vision”
With the launch of Chido, Priscialla said, bank’s customers can get information on its products and services instantaneously and it also becomes smarter as it learns through its customer interactions.
“Chido is a platform that will keep changing, with updates coming soon that will include;- full descriptions of our products and services across the group, as well as helping recommend which ones will be of use to specific clients” She said .
“handling complaints and offering instant solutions or working together with our help centre team to find prompt solutions – encompassing wider financial knowledge to provide clients with all the tools they need to manage their financial lives to achieve their goals and protect their dreams” she added
Chido is also designed to provide a seamless end-to-end experience if a customer needs to speak to a person, such as reporting fraud or applying for a product.
Of course, unlike the bank’s human employees, Chido will be available 24/7 to provide guidance and execute transactions.
Intelligent assistants have the potential to greatly improve customer experiences in banking but the customer experience has not always been great.
Overall, FBC Holdings’s hope is that Chido will help increase customer engagement, but also minimize customer service inquiries.
UPDATE: when we first published the article we said they has unveiled but Chido will be officially launched in the coming weeks.