INDUSTRY WATCH
ABSA’S VIRTUAL
ASSISTANT HELPS
CUSTOMERS IN ITS
AFRICAN MARKETS
WITH THEIR DAY-TO-DAY
BANKING NEEDS AND
QUESTIONS.
Kasisto, creators of KAI, the leading
digital experience platform for
the financial services industry and
Blue Turtle Technologies (Blue Turtle),
one of South Africa’s leading enterprise
technology partners, have announced
that Absa Group Limited’s subsidiaries
outside of South Africa, collectively
known as Absa Regional Operations
(ARO), have selected and deployed KAI,
Africa’s first Conversational AI powered
virtual banking assistant.
ARO chose to partner with Kasisto
and Blue Turtle based on KAI’s proven
Conversational AI technology and Blue
Turtle’s ability to assist Absa to plan,
implement and transform their customer
digital experience strategy.
Absa’s virtual assistant helps customers in
its African markets with their day-to-day
banking needs and questions. Customers
can find out information about Absa’s
banking services, account information,
the nearest ATM, information about
new products and services, what types
of services require them to come into a
branch, how to access mobile wallet and
more, all through intuitive and intelligent
digital conversations directly via the
virtual assistant.
The virtual assistant becomes more
intelligent over time. In the near future,
the bank plans to offer transaction
inquiries, transfers and full payment
fulfilment over chat. For added
accessibility and ease-of-use, Absa’s
virtual assistant will be available over
the company’s website as well as a fully
secure WhatsApp Business account.
“At Absa we believe in helping our
customers bring their possibilities to life.
So, when we set out on the journey to
improve our customers’ digital banking
experiences we knew we needed a
Conversational AI technology that was
proven and a partner that was local. The
partnership between Kasisto and Blue
Turtle provided just that,” said Vimal
Kumar, ARO Chief Executive for Retail and
Business Banking, Digital and Customer
Experience. “Together we are providing
Absa customers a more personalised,
digital banking experience that no other
bank in the region can offer.”
With close to US$100 billion in assets,
approximately 40,000 employees and
presence in 12 countries across Africa,
Absa is a top player on the continent.
Many in the market look to Absa for
leadership and innovation.
“Everyone at Kasisto is excited to help
power Absa’s mission with a virtual
assistant that is trained on tens of
millions of financial questions, and that
allows Absa to deliver important selfservice
and financial wellness capabilities,
and industry-leading digital experiences
to their customers within Africa – this
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