Absa Kenya Launches “Abby” To Enable WhatsApp Banking


Aug. 16, 2021, 11:49 a.m.

97% of Kenyan Internet users use WhatsApp, making them the largest percentage of WhatsApp users in the world according to a social media report (PDF) by Global Web Index (GWI).

Against this, Absa Bank Kenya wants to ride on these numbers active on WhatsApp to popularise its innovation— an AI-powered feature called Abby.

Abby is a conversational bot that enables customers to carry out mobile money transactions, inter-account transfers of money, bill payments, balance inquiries, among other key transactions via WhatsApp.

Once a user sends a command through a given WhatsApp number, the tool will gauge the customer’s needs and requests based on AI, machine learning and analytics then offer multiple solutions through core systems and delivery platforms within the bank.

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According to Jeremy Awori, Managing Director of Absa Bank Kenya the decision demonstrates the bank’s commitment to continue investing in digitally-driven innovative solutions that have the potential to improve the customer experience.

This means Absa Bank Kenya is changing banking in the country from a series of complex transactions to a simple WhatsApp conversation. WhatsApp banking will help customers bank at the comfort of their homes while enhancing customers’ experience.

The feature is also currently in use in South Africa and Mauritius.


tag: whatsapp, ABSA, Fintech,


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Verny loves to write poetry, fiction and quotes. Her love for writing landed her in journalism. She loves gadgets and travelling to explore new places.