South AfricaFinance and insurance2021 – ongoingNedbank
Enbi conversational banking assistant
Nedbank reported that Enbi answered over 100,000 customer queries a month after launch
Problem
Customers expected immediate help with everyday banking questions. Nedbank needed to provide assistance through its digital banking channels.
Approach
Nedbank launched Enbi, an AI-driven chatbot, in 2021. The assistant provided conversational support on its Money app and Online Banking platforms. The bank's annual results subsequently reported monthly query volumes.
Results
Takeaway
The disclosed volume established that customers were using the assistant. It did not measure answer accuracy or the share of queries resolved without escalation.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovationProduct and service innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Nedbank reported launching its AI-driven chatbot to meet demand for immediate assistance. It said Enbi was answering over 100,000 client queries monthly.
Nedbank's timeline placed Enbi's launch in 2021. It identified Money app and Online Banking as the assistant's channels.
Full details are in the original sources.
