EcoCash has introduced an Artificial Intelligence (AI)-powered chatbot, or smart assistant, called “Thembie”.
EcoCash’s Chief Operating Officer, Munyaradzi Nhamo, said that the launch of the new self-care chatbot will improve the overall customer experience. Said Nhamo:
The aim is to constantly improve the customer experience of our clients by offering yet another channel they can use to easily reach us whenever they need support for any of our products and service.
… Customers’ behavioural patterns have shown us that customers want to engage with brands over channels of their choice.
It was therefore important for us to offer this solution in order to increase customers’ support options and channels.
Nhamo said that to interact with the smart assistant Thembie, a customer simply needs to save Thembie’s contact number +263777222150 into his or her contacts (phonebook), log onto WhatsApp or Telegram, search for her number and type, ‘Hi’ to start a conversation. He added:
Thembie is mainly conversation-based and is highly interactive, allowing customers to carry out a normal conversation.
The chatbot can carry out a variety of tasks, ranging from customer onboarding, financial transactions as well as self-help services, said Nhamo.
Speaking on the launch of the chatbot, EcoCash General Manager for Customer Experience, said:
For all our customers, Thembie will be at their service 24/7, to help support them with any queries or issues they may have around merchant and bill payments, airtime purchases, send money, send money reversals, ZESA token purchases, banking services, PIN resets, stamped statement requests, balance enquiries and many more.
… The success of any chatbot hinges on its availability when the customer needs support and wants to interact with it. We have designed Thembie in such a way that she can pop up on any digital platform; on the website, on Sasai, on Facebook Messenger, on WhatsApp, on Telegram, Instagram or on Twitter any time the customer needs it.
More: The Herald