Enbi: Streamlining digital queries and complaints
Let Enbi help you efficiently with all your digital banking interactions.
Enbi, our AI-powered chatbot, makes digital banking easier for you. Launched in 2021, Enbi helps with tasks like resetting passwords, viewing statements, and exploring new services. It’s available on the Money app, Online Banking, and the Nedbank website, and has helped more than 1 million users while handling more than 5 million chats.
Enbi provides quick, personalised support and easy-to-follow instructions. The chatbot learns constantly from your interactions to offer even better assistance. It connects you seamlessly to a human agent for complex complaints and queries, ensuring you always get the help you need.
Queries versus complaints
A complaint is a formal notice of your dissatisfaction or concern about a service or product. You're highlighting issues that need fixing by the responsible party. You explain the issue, its impact on you, and what you’d like to see done to resolve it. Complaints are generally more complex and serious than queries. For example, if your card was stolen, you’d need to report it and have it blocked urgently. An agent would be able to guide you on how to block your card immediately on the Money app.
A query is a request for information, clarification or guidance on something without implying that you're unhappy. Queries are typically less urgent than complaints. For instance, you might need to know about the different types of savings accounts, and which would work best for you. When you make a query, you want to get information quickly and clearly, often starting with a straightforward question or listing the details you need.
While both complaints and queries are equally important, the urgent nature of a complaint, like a hacked account and reporting fraudulent charges, will take precedence over a query about savings accounts.
Enbi has improved feedback integration for complaints, queries and compliments
We’ve enhanced the way you can give feedback, whether it’s a complaint or a compliment. Previously, you’d have used the Provide feedback tab on the Money app or Online Banking to indicate your satisfaction level with a simple click on 1 of 3 emoji faces – happy, neutral, or dissatisfied. This would’ve generated a case that was sent to a specific mailbox dedicated to handling these issues, with a response time of up to 48 hours, depending on the volume of responses we had received at the time.
Our agents are always available to help with more complex matters
Now, with Enbi, you can address queries, compliments and complaints instantly. Enbi can help you immediately with simple matters. For more complex issues, Enbi can connect you to a human agent who will give real-time support. This streamlined process ensures you get help quickly, without delays. When using Enbi to chat with an agent, your complaint or query is logged immediately, although resolving more complex issues may take additional time.
Why is digital first better?
In today’s digital-first world, there’s a concern about losing human interaction because machines can’t understand human emotions. That’s why we aim for ‘digital when you want it and human when you need it’.
When you have quick, straightforward queries that need immediate solutions, waiting on hold or navigating through prompts can be frustrating. Enbi addresses this by swiftly identifying your needs and guiding you to resolve issues efficiently. Whether it’s self-navigation or connecting you with a human virtual agent, Enbi ensures that you get the help you need without unnecessary delays.
Our agents are always available to help with more complex matters. This approach combines the convenience of digital solutions with the personalised support of human interaction, so you can handle tasks quickly while knowing that more intricate issues will be handled with care.
