Not only is this a convenient way for customers to get the information they need, it also alleviates pressure on call centre agents.
Safe, secure and private
With this kind of institution and information, security was always going to be crucial. So we implemented an authentication method that cross-checked user cell numbers against their ID numbers, and added ID masking so that we do not store sensitive info in our back end.
Absa Managing Executive for Insurance
With sensitive information, a high percentage of second-language English speakers, and users who are often emotionally vulnerable, it was important for the content to be simple, understandable and responsive, with as little legalese and jargon as possible.
Basic but vital
The first iteration of the bot gives users the ability to access basic info like their policy statuses, debit order dates and premiums, as well as T’s, C’s, FAQ’s and COVID-19 info. Future iterations of the solution might see users applying for new policies via WhatsApp.
Unique users in the first month
Messages processed in the same period