Sparkle deployed Proto’s CX automation solution to scale accessible microfinance services across Nigeria. The solution includes automated customer tracking, analytics, and a chatbot that assists with basic queries and transactions across four channels.
As a challenger bank, Sparkle stands apart from traditional financial institutions with a focus on providing accessible digital financial services over mobile and their website. The fast-growing bank needed to scale customer service for savings, loans, bill payments, money transfers and more in a user-friendly way that fit with its lifestyle-focused, modern brand.
Sparkle chose Proto to automate customer service, with a solution that included a chatbot named Indy. The chatbot automates frequently asked questions and basic transactions for customers 24/7 with personalised customer service over WhatsApp, Messenger, webchat, and Sparkle’s Android app. The chatbot was designed with unique, conversational responses that include short videos of its avatar to make it more personable. It also draws from customer information stored in the platform to provide services such as bill reminders and customised messages.
The platform can also connect customers to live agents, who can easily view customer data and chat history across all four channels in one place. The Sparkle team can access omnichannel analytics for a broad overview of customer service performance, customer demographics, channel performance, and more. Eventually, Sparkle plans to add multilingual functionality for local languages such as Yoruba, Igbo, and Hausa as well.
Proto’s CEO Curtis Matlock said: “We're thrilled to partner with Sparkle to help scale cutting-edge digital banking services for underserved financial consumers in Nigeria. We look forward to continuing to work with Sparkle on local language features that will make these services even more accessible Nigeria’s local communities.”
Sparkle is a Nigerian digital bank which offers a range of financial services designed to improve financial access for individuals and small business owners. It offers digital-only bill payments, loans, group banking, virtual bankcards, and more via its website and mobile app, with a focus on lifestyle-friendly and convenient banking.
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 rare languages. Proto's novel deep-learning techniques and regulatory partnerships maximise customer experience, protection, and lifetime value.