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FirstBank Nigeria Ltd. has made a groundbreaking move by introducing a humanoid robot at its Adetokunbo Ademola VI, Lagos Digital Experience Centre (DXC) Branch. This marks the first deployment of a humanoid robot in the Nigerian financial services space, aimed at enhancing customer engagement.
Folake Ani-Mumuney, Group Head of Marketing and Corporate Communications at FirstBank, made the announcement in a statement released on Thursday in Lagos.
The statement highlighted that the humanoid robot is part of the bank’s digitally led self-service branch, equipped with advanced features such as video banking and Artificial Intelligence (AI) capabilities. It serves as a friendly branch staff member, engaging customers in meaningful interactions.
In addition to conversations, the robot comes with a touch screen attached to its chest, enabling customers to interact and access various services. It can handle customer inquiries related to cash deposits, withdrawals, and ATM card-related matters. Furthermore, the robot assists with complaint management, allowing customers to log complaints via QR codes and receive timely feedback.
The humanoid robot also serves as a source of information, keeping customers informed about the bank’s latest news, including product launches and upgrades designed to enhance the overall customer experience and satisfaction. It acts as a centralized point to update customers about the bank’s offerings while effectively managing their accounts.
Adesola Adeduntan, the Chief Executive Officer of FirstBank Group, expressed his excitement about the initiative, stating that the addition of the humanoid robot to their Digital Experience Centre demonstrates their commitment to transforming the banking landscape in Nigeria. He emphasized the bank’s dedication to innovation and the enhancement of customers’ lives in today’s fast-paced digital world.
The introduction of the humanoid robot is part of FirstBank’s phased approach to its digitally led self-service branch called Digital Experience Centre, which was launched in December 2021. The bank also plans to deploy another humanoid robot in its upcoming second Digital Experience Centre, with an official announcement expected in the coming months.
This move by FirstBank Nigeria signifies its commitment to leveraging advanced technologies and delivering unparalleled banking services, prioritizing innovation to meet the evolving needs of its customers.
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