In a survey carried out by the Kenya Bankers Association (KBA), the report has revealed that 90 percent of customers believe that banks have improved their service delivery.
Of the 6,000 customers interviewed between September and November 2018, approximately 90 percent of respondents acknowledged industry efforts, which is a strong vote of confidence that the industry is on the right track.
Further, the Customer Service Survey also suggested that a substantial percentage of bank customers prefer mobile banking channels (49 percent).
The rest of the sample had 16 percent of respondents preferring Internet banking, and 5 percent being inclined to ATM transactions.
With these results, it is now clear that with the continuous technological advancements in the financial sector, customers now prefer an enhanced digital experience for convenience, as compared to the traditional forms of banking.
Further, a preference shift to digital platforms is being espoused especially by the younger generation, particularly those between 26-35 years.
“In line with the shift in preference, the banking industry has aligned itself to technology across banking channels” reads part of the report.
LEO the UBA Virtual Banker
On the frontline of implementing technological advancements in the industry is the United Bank of Africa (UBA).
UBA became the first bank in Africa to introduce service delivery powered by artificial intelligence, by the use of LEO, a Virtual Banking system.
Through LEO, customers can use Facebook Messenger and WhatsApp to open accounts, check account balances, make transfers, buy airtime, and much more.
Featured by Facebook CEO Mark Zuckerberg, LEO is the first generation of fully automated banking that demonstrates the potential of social media integration.
Consistent with the bank’s customer-first philosophy, UBA has designed an unconventional user experience anchored on user lifestyle preferences.
Chatbots and virtual banking are increasingly being used by banks to connect with their customers and remain relevant in the Social Age.
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