Equity Bank launches virtual chat tool for social media users


Equity Group Managing Director and CEO Dr James Mwangi at the Equity Centre in Nairobi on Monday, October 25, 2021. PHOTO | DENNIS ONSONGO | NMG

Equity Bank has launched a virtual assistant dubbed EVA to expand digital banking and customer support services to existing and new customers on social media.

The lender said in a statement on Tuesday that customers would be able to manage their accounts on EVA and engage with the virtual assistant to make transactions like buying airtime, sending money, buying goods and services, paying bills viewing accounts balances and statements.

The service will be available on customers' choice of social media channels including WhatsApp, Facebook Messenger and Telegram.

The launch follows the announcement that was made by Group CEO James Mwangi during the release Q1 2022 results.

"The launch of Equity Virtual Assistant, EVA, is in line with our journey to make our services and products available virtually and online. We are continually investing in technology and products that are designed to give our customers more freedom of choice, ease of access, convenience and control," Dr Mwangi said.

"Using Artificial Intelligence, EVA will be able to constantly evolve and learn from the interactions it has with customers to provide responses. We endeavor to deliver financial services to our customers wherever they are and at whatever time in a secure, convenient and flexible way.”   

Dr Mwangi said that the launch of the platform was in line with the bank’s long-term commitment to make services and products available virtually and online.

The country’s biggest bank net nearly doubled to Sh39.1 billion for the year ended December 2021.

The lender reinstated dividend after freezing payouts in 2019 and 2020 to conserve cash in the wake of the Covid-19 pandemic.

READ: Equity to pay out record Sh11.3bn dividend