Nigeria's leading financial institution, Zenith Bank Plc, has introduced an Artificial Intelligence (AI) powered Chatbot on WhatsApp named ZIVA (Zenith Intelligent Virtual Assistant), which enables customers to perform financial transactions and enjoy real-time customer service from their mobile phones.
Customers
can enrol by simply adding the bank's verified WhatsApp mobile number
07040004422 on their mobile devices, agree to the legal terms of use and then initiate
a conversation. This product provides the convenience for the bank’s customers
to interact and transact on a 24 hours basis on the encrypted WhatsApp
platform.
With this capability to respond to chats/queries anchored on the existing WhatsApp platform, customers will be able to open new accounts, receive instant transaction notifications, check their balances on the go, transfer funds and top up airtime. They will also be able to confirm cheques, pay bills, apply for loans, block their accounts, and request mini statements, amongst other banking services.
Commenting
on the new banking solution, the Group Managing Director/Chief Executive of
Zenith Bank Plc, Mr. Ebenezer Onyeagwu said: "The launch of ZIVA is driven
by the need for additional secured channels of communication with our customers
as we deepen our retail penetration".
Speaking
further on the WhatsApp chatbot, Onyeagwu noted that "since the
behavioural pattern of the modern customer dictates that they want to engage
with brands over the channel of their choice, it was really important for us as
a leading financial services institution and a pioneer of several technological
innovations in the financial services industry to implement this solution in
order to continue to create value for our teeming customers who incidentally
were already using WhatsApp as a primary channel of communication".
Zenith
Bank has continued to distinguish itself in the Nigerian financial services
industry through superior service offerings, unique customer experience and
sound financial indices. The bank has remained a clear leader in the digital
space with several firsts in the deployment of innovative products, solutions
and an assortment of alternative channels that ensure convenience, speed and
safety of transactions.
The
bank's commitment to world-class service standards has led to several product
innovations, including the "Zenith Timeless Account", which allows
Nigerians aged 60 years and above bank for free, the "Zenith
Save4me", a high-interest target savings account and the deployment of
contactless payments and QR on ATM points, amongst others.
Zenith
Bank places a premium on its core business strategy anchored on People, Technology
and Service, to create value for its numerous clientele. With a team of
dedicated professionals, the bank leverages its robust Information and
Communication Technology (ICT) infrastructure to provide cutting-edge solutions
and products through its network of branches and electronic/digital channels.
In
recognition of its track record of excellent performance and commitment to
best-in-class service, Zenith Bank was voted as Best Commercial Bank in Nigeria
in the World Finance Banking Awards 2021, Bank of the Year (Nigeria) in The
Banker's Bank of the Year Awards 2020, Best Bank in Nigeria in the Global
Finance World's Best Banks Awards 2020 and 2021, and Best in Corporate
Governance 'Financial Services' Africa 2020 and 2021 by the Ethical Boardroom.
Also, the bank emerged as the Most Valuable Banking Brand in Nigeria in the
Banker Magazine Top 500 Banking Brands 2020 and 2021, and Number One Bank in
Nigeria by Tier-1 Capital in the "2021 Top 1000 World Banks" Ranking
by The Banker Magazine. The bank was also recognised as Bank of the Decade
(People's Choice) at the ThisDay Awards 2020, Retail Bank of the year at the
2020 BusinessDay Banks and Other Financial Institutions (BOFI) Awards, and Best
Company in Promotion of Good Health and Well-Being as well as Best Company in
Promotion of Gender Equality and Women Empowerment at the Sustainability,
Enterprise and Responsibility (SERAS) Awards 2020.
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