Zenith Bank activates intelligent Chatbot, ZIVA to enhance consumer experience

*The leading Nigerian financial services institution and pioneer of several technological innovations in the industry says the latest solution is designed to create value for its customers already using WhatsApp as a primary channel of communication

Emmanuel Akosile | ConsumerConnect

As a strategy to further enable consumers of its financial products and services to perform banking ransactions and enjoy real-time service via their mobile phones, Zenith Bank Plc, a leading financial institution in Nigeria, has launched an Artificial Intelligence (AI) powered Chatbot on WhatsApp, named ZIVA (Zenith Intelligent Virtual Assistant).

ConsumerConnect gathered the financial institution disclosed that the consumers can enrol by simply adding the bank’s verified WhatsApp mobile number 07040004422 on their mobile devices, agree to the legal terms of use, and then initiate a conversation.

This product provides the convenience for the bank’s customers to interact and transact on a 24 hours basis on the encrypted WhatsApp platform, Zenith Bank stated.

It was learnt that with this capability to respond to chats/queries anchored on the existing WhatsApp platform, the bank’s customers will be able to open new accounts, receive instant transaction notifications, check their balances on the go, transfer funds, and top up airtime.

They will also be able to confirm cheques, pay bills, apply for loans, block their accounts, and request mini statements, amongst other banking services.

Mr. Ebenezer Onyeagwu, Group Managing Director/Chief Executive of Zenith Bank Plc, commenting on the fresh banking solution, said: “The launch of ZIVA is driven by the need for additional secured channels of communication with our customers as we deepen our retail penetration.”

Regarding the WhatsApp chatbot, the bank’s Chief Executive was quoted to have stated that “since the behavioural pattern of the modern customer dictates that they want to engage with brands over the channel of their choice, it was really important for us as a leading financial services institution and a pioneer of several technological innovations in the financial services industry to implement this solution in order to continue to create value for our teeming customers who incidentally were already using WhatsApp as a primary channel of communication.”

According to Onyeagwu, Zenith Bank has continued to distinguish itself in the Nigerian financial services industry through superior service offerings, unique customer experience and sound financial indices.

The bank has remained a clear leader in the digital space with several firsts in the deployment of innovative products, solutions and an assortment of alternative channels that ensure convenience, speed and safety of transactions, said he.

The bank’s GMD/CEO also noted that Zenith Bank commitment to world-class service standards has led to several product innovations, including the “Zenith Timeless Account”, which allows Nigerians aged 60 years and above bank for free, the “Zenith Save4me”, a high-interest target savings account, and the deployment of contactless payments and QR on ATM points, among others.

Zenith Bank places a premium on its core business strategy anchored on People, Technology and Service, to create value for its numerous clientele.

With a team of dedicated professionals, the bank leverages its robust Information and Communication Technology (ICT) infrastructure to provide cutting-edge solutions and products through its network of branches and electronic/digital channels.