Absa Bank Launches WhatsApp Banking to Better Customer Interaction

Absa Bank Kenya has officially launched WhatsApp banking, in its latest push to become digitally-led and improve the way customers interact with the bank.

The banking solution features a secure, smart, digital assistant called Abby that helps customers transact through the app around the clock.

Speaking during the launch, Jeremy Awori, Absa Bank Kenya CEO, lauded the move as a big milestone that will help the bank avail the most demanded services such as account to account transfers, bill payments, transfer from account to M-PESA/Airtel Money, balance inquiry, among many other services, not just on the mobile, but right on WhatsApp.

“This first-of-a-kind chatbot combines both informational and transactional capabilities to make it easier, faster, and better for our customers to do banking. With this solution, each of our customers gets access to a 24/7 digital assistant who can help perform transactions upon receiving simple instructions on WhatsApp,” said Mr. Awor.

He added that with WhatsApp banking, Absa is transitioning the services from a series of actions and complex processes into simple conversations.

“We believe that technology is a catalyst that we should continue using intentionally, proactively, and boldly to positively transform the way we interact with and meet the needs of our customers. The same way you would call your Relationship Manager or go to the branch to initiate a transaction is the same way you can issue instructions on a WhatsApp chat,” noted the CEO.

ALSO READ: Genghis Recommends a Buy on Banking as Sector Posts Improved Earnings

The innovation sits on a sophisticated technology with layers of authentication and secure end-to-end encryption for the safety of the consumer and most importantly, their funds.

The platform has also been reviewed and approved by the Central Bank of Kenya as an official banking channel having satisfied all safety and security requirements.

With the prevalence of COVID-19 and advancements in technology, the past few years have seen various innovations that have transformed the banking sector.

In its celebration of the first anniversary of operating as Absa in Kenya earlier this year, Absa committed to spending over 1.6 billion shillings on technologies and innovations tailored to significantly transform the banking experience of its customers.

With statistics showing that 97 percent of all Kenyans with internet connectivity are active users of WhatsApp, Absa Bank’s WhatsApp banking solution is primed for success.

“Abby is a fast learner, and because she is primarily built on the technologies of artificial intelligence and machine learning, the more you interact with her, the better your banking experience will be. This is just the innovation that helps you get things done,” concluded Mr. Awori.