Absa Abby Qorus Banking Innovation Awards 2022

Submitted by

Absa Bank

Premium

03/10/2022 Banking Innovation

At Absa, we embraced how evolving consumer behaviours were driving change. We had the foresight to anticipate – through data – where customers could possibly have difficulty performing more complex transactions and built interactive help tools across digital banking platforms. Taking it to the next level, we introduced Absa Abby – our virtual banking assistant.

Innovation details

Country
South AfricaCategory
Analytics & Artificial IntelligenceKeyword
Customer service, Contact center & Chatbots

Innovation presentation

We wanted to ensure that, while customers were turning to digital banking channels, our digital solutions were not overly complicated. Absa’s rationale for introducing Absa Abby was inspired by the group’s strategic thrust to be digitally led and the global banking trend around technological developments. Absa recognises that conversational artificial intelligence is driving customer experience, digital adoption and innovation. Absa invested in conversational AI to create an omni-channel chatbot which integrates banking into our customers’ lives. With the introduction of Absa Abby, we built an in-house AI capability which is harnessed across the business to connect various digital banking platforms. Absa Abby is positively impacting our customers by enhancing digital engagement within the Absa Banking App and is also positively influencing our financial position in the form of reduced cost-to-serve, upselling, and streamlined call center operating costs.

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