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REDEFINING BANKING AND FINANCE IN KENYA TO TURN CONVERSATIONS INTO CONVERSIONS
The way customers interact with companies is changing. In Kenya’ s competitive banking and finance sector, there is a need for the adoption of innovative communication strategies to maintain a competitive edge. George Muhia, Head of Enterprise Business, East Africa at Infobip, discusses how the banking and finance sector can measure AI’ s impact and strike the right balance between efficiency and empathy.
N KENYA’ S COMPETITIVE
I banking and finance sector, the ability to convert customer interactions into successful transactions is becoming an increasingly critical strategy for financial institutions aiming to distinguish themselves. With the country’ s rapidly expanding mobile penetration, coupled with an increasingly tech-savvy customer base, there is a need for the adoption of innovative communication strategies to maintain a competitive edge.
Kenyan banks are progressively embracing Artificial Intelligence( AI) to enhance the customer experience, improve operational efficiency and secure their market positions. By leveraging AI analytics, financial institutions can gain deeper insights into customer behaviour and preferences, enabling them to offer tailored solutions such as personalised loans and investment options.
Conversational banking is another significant area where AI is making an impact. Intelligent
Intelligent SME. tech
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