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THE People’s Own Savings Bank (POSB) has embraced artificial intelligence and data analytics to enhance service quality and efficiency.
The use of Artificial intelligence (AI) is fast gaining momentum globally and its usage is a major component of transformative digital technologies.
Experts define AI as the simulation of human intelligence processes by machines, especially computer systems with applications such as expert systems, natural language processing, speech recognition, and machine vision, among others.
Riding on technology absorption, POSB says it has established a 24-hour contact centre that seeks to boost service delivery and efficiency in line with its enhanced investment in technology and innovation thrust.
The new contact centre would handle all enquiries, complaints, and feedback related to POSB’s products and services that include savings accounts, loans, cards, investments and other banking services, POSB public relations manager, Mr David Makacha, said.
He noted that the Government-owned financial institution is leveraging on artificial intelligence and data analytics to enhance service quality and efficiency.
“We are delighted to unveil our 24/7 Contact Centre, which reflects our commitment to enhancing customer experience and satisfaction,” he said in a press statement yesterday.
“We understand that our customers have different preferences and lifestyles, and we want to be available to them whenever they need us.
“Whether they have a question about their account balance, need help with a loan application, or want to give us some feedback, they can count on us to respond promptly and professionally.”
Mr Makacha said the Contact Centre is also a testament to POSB’s investment in technology and innovation, as the business leverages artificial intelligence and data analytics to enhance service quality and efficiency.
POSB is a member of the Contact Centre Association of Zimbabwe (CCAZ), a professional customer experience organisation whose mandate is to promote a culture of service excellence in Zimbabwe.
Recently, POSB partnered with Mastercard and ZimSwitch to launch the POSB Mastercard Debit Gold and Prepaid cards, which allow customers to perform local and international transactions on POS devices, online platforms, and ATMs.
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