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personalised care essential for building trust and meeting diverse customer needs.

Ultimately, AI-powered interactions play a pivotal role in boosting customer loyalty and driving business growth in banking. By leveraging advanced analytics, AI chatbots deliver highly personalised product recommendations and targeted communications, tailored to individual needs. Additionally, their 24 / 7 availability and quick query resolution enhance efficiency, reducing wait times and proactively addressing customer concerns. Together, these capabilities foster personalisation, trust and operational excellence.

set of metrics, institutions can assess the effectiveness of their AI-driven conversational strategies, identify areas for improvement and ensure they are delivering both business value and superior customer experiences.

Balance efficiency and empathy

In today’ s rapidly evolving digital landscape, fraud detection and prevention are more critical than ever. AI is revolutionising this space by enabling faster, more accurate and scalable solutions to combat fraudulent activities.

AI-powered systems analyse vast amounts of data in real-time, identifying patterns and anomalies that traditional methods might miss. Machine Learning models continuously adapt to evolving fraud tactics, staying ahead of emerging threats.

Future outlook

AI-POWERED INTERACTIONS PLAY A PIVOTAL ROLE IN BOOSTING CUSTOMER LOYALTY AND DRIVING BUSINESS GROWTH IN BANKING.

However, financial institutions must strike the right balance between automation and maintaining a human touch in customer interactions by adopting a hybrid approach that balances efficiency and empathy. The key is to ensure human oversight for complex tasks while automating routine transactions.

AI chatbots excel at straightforward tasks like balance enquiries or bill payments, delivering efficiency and speed. However, for more nuanced services that require emotional intelligence, such as loan negotiations, investment advice or complaint resolution, human agents remain integral. By embracing a hybrid approach, Kenyan banks can combine the scalability and efficiency of AI with the

Kenyan financial institutions must continue adopting innovative communication strategies to effectively engage their growing tech-savvy customer base. Traditional methods are no longer sufficient for converting interactions into business outcomes. AI-driven solutions offer a pathway to improved, enriched and elevated customer engagement. By integrating AI with human expertise, banks can foster trust, enhance efficiency and drive longterm growth in the financial sector.

By embracing AI responsibly and strategically, Kenyan banks can set new standards in customer experience, financial inclusion and fraud prevention, ensuring a more secure and customer-friendly banking environment. �

George Muhia, Head of Enterprise Business, East Africa, Infobip

Intelligent SME. tech

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