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Case Study

FNB Zambia improves customer support over social channels with AI-enabled banking

First National Bank (FNB) in Zambia optimized customer support for banking customers with Proto’s AI Customer Experience (AICX) solutions, while reducing contact-center engagement time. The first week of the chatbot launch saw a 44% increase in self-serve query resolution on social channels.

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4366

messages in 1st week

45

new chats daily on average

44%

automated self-serve query resolution

20+

branches

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About FNB

First National Bank Zambia (FNBz) is a part of the FNB Banking group that provides financial services across Africa. Offering both personal and commercial banking facilities, FNBz boasts 20+ branches in Zambia, in addition to a very active social media presence.

About Proto

Proto is the leader for inclusive chatbots and multilingual contact center automation in emerging markets. Proto’s AI Customer Experience (AICX) platform is powered by proprietary natural language processing (NLP) for under-resourced and mixed languages. The Proto team has successfully developed novel deep-learning techniques and regulatory partnerships to maximize consumer experience, protection, and lifetime value across 20+ emerging markets.

Problem

FNB Zambia held their customer experience reputation on social media channels to a very high standard – which meant engaging with all customer queries on a 1-to-1 basis. They had previously accomplished this with a contact center of roughly 7 team members, with 1-4 active at any time; however, it was nearly impossible to keep up with the demands of individualized conversations, leading to long customer wait times.

Since most of the customer queries were very repetitive, it became apparent that they needed an automated, AI-based solution to handle most of these FAQs across social channels.

More importantly, they also needed a 24/7 solution to help banking customers resolve their queries outside of office hours, while shifting contact center engagement to focus on unique and pressing customer queries that truly needed human attention.

Solution

FNB Zambia launched Proto’s AI Customer Experience (AICX) solution on Facebook, automating customer queries on a self-serve basis as well as handling live chat for cases that needed attention from live agents. This also replaced FNB’s previous chat management software for live chat.

Proto’s chatbot was trained on pre-existing FAQs taken from real consumer conversations via social channels, making the bot smart from start, in addition to subsequent real-time chatbot training based on new consumer chat histories. This resulted in major improvements to the chatbot’s understanding and ability to handle self-service FAQ queries better.

While the chatbot automated a high volume of FAQ queries from customers, it also forwarded urgent cases requiring human attention to live agents. In cases like these, the chatbot collected necessary info such as contact details and swiftly escalated these queries to live agents, either via Livechat during office hours or with urgent emails to standby agents who provided service outside of normal work hours.

This combination of automated customer queries and priority Livechat options significantly reduced the workload for each contact agent while giving them enough time to fully engage with customers who had pressing concerns.

With more efficient customer service on social media, FNB Zambia now looks forward to extending their AICX chatbot to the next social channel, Twitter – and adding multilingual capabilities as well.

Results

Proto’s AI-enabled customer support delivered on FNB’s target metric for social channel support/engagement, equipping consumers to get their answers to queries as fast as possible – all within the first week of deployment.

820x

reduction in wait times

140

automated query resolutions in 1 week

320+

chats in 1 week

Approach

Banks

The INTUMWA complaints chatbot is deployed across the websites of Rwanda’s banks for maximum exposure to consumers in need of protection. These banks can choose to upgrade the chatbot with additional capabilities for general customer support, payments, and account management.

nbr example insurance chatbot

Insurance

The INTUMWA complaints chatbot is deployed across the websites of Rwanda’s insurance providers for maximum exposure to consumers in need of protection. These insurance providers can choose to upgrade the chatbot with additional capabilities for general customer support, claims, and coverage applications.

Conclusion

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Being at the forefront of customer service automation on social media allowed FNB Zambia to drastically reduce customer wait times and improve service quality in just one week.

Proto’s chatbot for FNB Zambia has managed to scale customer support more efficiently with an avenue for self-service in addition to query support escalations.

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Get started with Proto

Are you a banking or financial service provider looking to support customers across social channels and in local languages? Get started today with a Proto sample chatbot and a 14-day free trial or book a demo with us now.

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