Ecocash Introduces Smart Assistant ‘Thembi’
The country’s biggest mobile money platform, Ecocash has introduced into the market “Thembie”, the new Smart Assistant.
At 08:11 am earlier today, this TechnoMag Journalist received a text from Ecocash stating the improvement of its Customer service by Zimbabwe’s mobile money platform through Thembie’ the new Smart Assistant.
In the text, Ecocash said, “Say Hi to Thembie, your EcoCash Smart Assistant on WhatsApp/Telegram 0777222150, to get assistance on all your EcoCash issues from the comfort of your home.”
Zimbabwe’s leading mobile money platform and a subsidiary of EcoCash Holdings, has introduced an Artificial Intelligence (AI)-powered chatbot, or the smart assistant, ‘Thembie’ in a bid to improve its customer experience.
Chief operating officer of Ecocash Holdings, Munyaradzi Nhamo, said the launch of Thembie was driven by the company’s desire to add more communication channels to support its customers and improve the overall customer experience.
“Customer behavioural patterns have shown us that customers want to engage with brands over channels of their choice. It was therefore important for us to offer this solution in order to increase customers’ support options and channels,” said Mr Nhamo.
“Thembie is mainly conversation-based and is highly interactive, allowing customers to carry out a normal conversation,” he said, adding that the chatbot can carry out a variety of tasks, ranging from customer onboarding, financial transactions as well as self-help services.
“The aim is to constantly improve the customer experience of our clients by offering yet another channel they can use to easily reach us whenever they need support for any of our products and services,” he said.
Not only is it a new selfcare chatbot that intuitively addresses customer queries on WhatsApp without the need to physically visit a shop or to phone a call centre, but this also gives customers greater choice and convenience.