NMB DEBUTS "JIRANI" CHATBOT TO COMMEMORATE CUSTOMER SERVICE WEEK

In line with its ‘customer-first’ approach to service delivery, NMB Bank Plc has unveiled a national customer centric campaign dubbed “Sisi in huduma, tumekupata” that seeks to revolutionize and enhance the bank’s customer experience.

Along with the new campaign, the lender also launched an Artificial Intelligence (AI) powered chatbot christened ‘Jirani’, a 24x7 service that will allow the bank’s customers and non-customers to access and inquire accurate information about the bank’s products, services and solutions in real-time.

Speaking during an event held at the bank’s head office to launch the new campaign, the NMB Bank Chief Executive Officer, Ruth Zaipuna described the campaign as a ‘game changer’ reiterating the bank’s commitment to continue investing heavily in terms of both technology and human resources to ensure provision of excellent customer service.

“This campaign follows the success of our three month internal customer service campaign dubbed ‘Sisi ni Huduma. I am the Change’. During this campaign, our team was trained in a holistic way to listen to customers, hear their issues, react proactively, predict the needs of the customers and deliver a perfect customer service experience,” she said.

“We are today glad to roll out this unique campaign to our external stakeholders. Our customers should brace themselves for a new experience,” she added.

Zaituna during the event lauded the bank’s customers over their continued patronage and dedication to the bank, assuring that the bank will continue to meet and surpass their expectations with product offerings and excellent service delivery.

“NMB Bank is committed to continue providing an excellent experience and this is the reason we are constantly investing in our technology and equipping our staff with the requisite skills and resources to provide our customers with the relevant solutions and cutting-edge banking experience,” she stressed.

Zaipuna urged the bank’s customers to provide feedback on the bank’s products and services noting that her bank remains committed to tailoring its products and services to suit customer aspirations.

“We will continue to evolve with customers and innovate our products and services to make banking a more rewarding experience,” she stressed.

She added that the bank has recorded exceptional growth over the years citing different indicators including the bank’s loan book that has grown from 3.6trn/-recorded in 2019 to around 8trn/- to date.

She noted that the bank’s shareholders have also witnessed an increase on their Return On Investment (ROI) due to an increase in dividends to 180bn/- paid this year from 33bn/- that was paid in 2019.

Zaipuna noted that the bank’s solid performance has also helped it bag a number of recognitions over the past years including being recognized as the ‘Most Tax Complaint’ company for the second year in a row by the Tanzania Revenue Authority (TRA).

Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers daily.

It is celebrated annually during the first full week of October. This year’s celebration under the theme ‘Above and Beyond’ commenced from October 7 to October 11, 2024.