Case Study: First National Bank of Zambia achieves 80% automation in customer support with Proto

FNB Zambia improves financial consumer support with Proto’s AICX platform

The First National Bank of Zambia (FNB Zambia), a forward-thinking financial institution, faced challenges in maintaining its high customer service standards due to a significant growth in digital engagement. This led to long wait times as its live team struggled to handle the increasing volume of routine queries. The bank turned to Proto and its AICX Platform to automate and optimize its customer support on social channels and its website.

Proto implemented an AI agent trained on the bank's query history to automate responses to routine questions. The solution provided 24/7 service and a seamless escalation path to human agents for complex cases. This resulted in an 80% automation rate across all incoming interactions, an 820x reduction in customer wait times, and enabled the bank to handle over 13,000 interactions per month. Proto's secure, certified platform ensured all data protection obligations for the regulated bank were met.

First National Bank of Zambia

Kasali Mwaba Kaingu

Executive Head of Strategic Marketing and Communications