FirstBank introduces first humanoid robot to deepen customer engagement
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First Bank has launched a humanoid robot equipped with video banking and artificial intelligence (AI) that will take on the role of a friendly branch staff, the first of its kind in the Nigerian financial services sector.
Humanaid robots, which are similar to a human body in shape,motion and interaction, are professional service robots designed for interaction with human tools and customer service. They provide value by automating tasks in a way that leads to cost-savings and productivi
First Bank, in a statement, said the humanoid robot can engage customers in conversations as well as through a touch screen strapped to his chest. The services performed by the robot include responding to customer enquiries on cash deposits, withdrawals and ATM cards. The robot also aids complaint management as customers can log a complaint via QR with feedback generated within the advised time.
In addition, the humanoid robot keeps customers up to date with happenings about the bank, including product launches and upgrades designed to strengthen the customer experience and satisfaction, a statement by the bank said.
The bank described the robot as a one-stop point to keep customers informed about the bank, while also managing customers’ accounts in an effective manner.
According to the premier bank, the introduction of a humanoid robot is among the phased configuration of its state-of-the-art digitally led self-service branch called Digital Experience Centre, launched in December 2021. It also disclosed that another humanoid robot will be deployed in the bank’s next and second Digital Experience Centre soon to be announced in the coming months.
Commenting on the innovation, Adesola Adeduntan, CEO of FirstBank Group, stated that the addition of the humanoid robot to the company’s state-of-the-art Digital Experience Centre represents a purposeful stride towards transforming the banking landscape in the country. He added that the initiative showcases the priority given to innovation within the bank.
“With its advanced capabilities, the robot is designed to elevate the quality of our customers’ lives in today’s rapidly evolving digital world. Our unwavering dedication to delivering unparalleled banking services remains steadfast, as we leave no stone unturned in innovating to fulfill our customers’ needs,”Adeduntan said.