Absa to trial AI-driven chatbots to answer customer queries

Barclays’ South African subsidiary Absa is to embark on a trial of chatbots, using artificial intelligence to answer simple customer queries posted over popular smart messaging apps.The bank does not identify the messaging apps it will be using for the trial, but says that it wants to connect with customers through their conversational channels of choice rather than by traditional, and more limited options such as SMS or email.Jan Moganwa, chief executive of personal & business customer solutions at Barclays Africa, says the chatbots will be equipped to answer simple customer questions quickly, freeing up staff to focus on more complex customer issues that require deeper human insight.“Connecting with our customers is core to our business,” he says. “Introducing chatbots at Absa provides greater ability to have relevant conversations with…


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