Nowadays, almost all of us do our banking on the go, anywhere, anytime. Gone are the days when you had to stand in queues at a branch just to receive a statement, open a bank account or make simple inquiries – digital banking makes so much sense.

Our mobile devices, laptops and desktops are key tools to enjoy the convenience of digital banking.

But let’s face it: it’s still frustrating to have to call the Nedbank Contact Centre each time you have a banking issue, like forgetting your login details, or you need help to navigate your digital options.

That’s why we introduced  Enbi, our chatbot assistant. Enbi will help you handle daily banking requests and queries on the Money app or Online Banking – including those pesky forgotten usernames and passwords. Enbi is now also available on the Nedbank website, so your favourite digital assistant is always just a click or tap away.

Launched in 2021, Enbi employs artificial intelligence (AI) to offer an innovative, easy-to-use guide to your digital banking requirements. Enbi has answered more than 10 million requests, helping more than 744,000 people make their digital banking a breeze.

Whether you want to explore and open new accounts, view benefits you qualify for, download statements, or find out more about digital products and services, Enbi can help you find what you need with a tap of your finger.

To get the best out of Enbi, it’s important to know how chatbots function.

How chatbots work

Chatbots gather information on what is being asked to answer your questions quickly and efficiently. Client interactions must be recorded so that banks can understand chatbot users’ habits and needs better, ultimately aiming to deliver more personalised offers and services. When banks use the power of AI to learn more about your specific needs, they can cut through the clutter quickly and highlight only the most relevant services, saving you time and offering better value.

Chatbots should be able to handle common questions and answers well, but they should also be able to hand you over to a human colleague when they can’t help you. They aim to anticipate your needs and provide convenient insights on the go.

At Nedbank, our focus has always been on providing innovative, easy-to-use services that help you get the most from your banking. Enbi is our AI-powered solution, ready to serve with a smile.

How Enbi works

Whether you’re a Nedbank client or not, Enbi is ready to help at any time, providing instant answers and useful shortcuts personalised according to your questions.
 

Enbi strives to be:

Efficient

Whether you need to know how to access your bank statement or reverse a debit order, Enbi can help you find key features on the Money app or Online Banking. Convenient shortcut buttons and quick replies offer relevant questions to serve your needs more accurately. Enbi functions whether you’re logged in or not, although some shortcuts may take you to products and services that require you to log in to proceed.

Empowering

Enbi is interested not only in finding a solution for you right now, but also in helping you find it yourself in future. Our goal is to empower you through helpful prompts and additional information that you may need to complete a task. This could be listing the documents you’ll need to make certain transactions, giving details of additional charges, or providing important numbers you need in stressful situations like attempted fraud or unauthorised transactions.

Easy and intuitive

Enbi answers your questions with simple answers and then suggests the next best action, provides a helpful tip, or presents a relevant value-add.

Helpful

Chatbots are meant to make things easier, so if you’re not satisfied with a response, Enbi will give you the option to chat to a human instead.

Friendly

Enbi is designed with a warm, conversational personality to help humanise the digital experience and ensure that interactions are natural, familiar and easily relatable.

Ready with step-by-step guidance

While Enbi cannot perform tasks on your behalf, it will give you step-by-step instructions so that you can do your banking with ease.

Able to accept voice-to-text

If you don’t feel like texting, no problem – Enbi is enabled with speech-to-text, so that you can now speak directly to Enbi and it will respond.

What can Enbi do?

• Navigate to key digital banking features. Enbi has shortcut links embedded into responses. So, if you ask Enbi ‘How do I change my profile limits?’ Enbi will respond with a direct link to click on that will take you to the page where you can update your limits. This only works if you have signed in and have been authenticated, to ensure that your account is secure.
  
  
• We’ve introduced a ‘Did you know?’ section so that you can keep updated with the latest features, competitions, and promotions.
  
  
• Need help joining Nedbank or setting up your profile? Enbi is trained to guide you through the onboarding process seamlessly.
  
  
• Answer simple banking questions.
  
  
• Hand you over seamlessly to live agents for complex queries.
  
  
• Assist in providing you with the next best steps.
  
  
• Enbi is accessibility enabled to support visually impaired users.

Try chatting to Enbi

Enbi will get better at answering questions about a broader range of topics as time goes by, because it learns from client interactions and gathers useful data to improve its capability in the future. The more you use Enbi to guide you through your digital banking queries, the better the chatbot will be able to personalise your interactions.

Is there anything else you need to know? #AskEnbiFirst