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Conversations consolidates communication channels into a unified platform , enabling customers to interact seamlessly across WhatsApp Business , SMS , and other channels .
This enables the Bank to engage with customers through channels like WhatsApp Business and SMS . Through Infobip , the Bank can offer a wide range of services through its customers ’ preferred messaging apps , providing seamless , personalised interactions throughout the entire financial journey .
Together , these solutions have allowed First City Monument Bank to streamline account management , facilitate money transfers , assist in password changes , and simplify the loan application process . The integration with WhatsApp Business and SMS has made it easy for First City Monument Bank customers to conduct transactions on familiar , user-friendly platforms , ensuring continuity and personalisation in each interaction .
AI is embedded within Infobip ’ s solutions primarily through the use of chatbots in the Answers platform . These AI-driven chatbots can handle routine enquiries efficiently , analyse customer interactions for better service personalisation , and improve overall operational efficiency by reducing the workload on human agents .
Top : Oluwole Coker , Head of Mobile and Internet Banking , First City Monument Bank
Bottom : Olatayo L-Ajai , Regional Manager for West Africa , Infobip
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