UBA Group deploys AI-powered callback technology

UBA Group has deployed AI-powered web to phone callback technology, developed by Lucep AI, for instant customer response.

Lucep AI takes callback requests, and distributes them to the right team, ensuring they go to an authorised member of the team who has the Lucep app on their smartphone. This member can then connect back to the customer through the app itself.

Beyond the legacy banking

“United Bank of Africa Group, (UBA) is going above and beyond the legacy banking systems to omni channel marketing and social media lead generation, meeting its customers where they are – on websites, email, social networks, and cross-device platforms,” read press statement. “Customers calling the bank for various reasons now have the option of requesting a call back to get on demand information,” it continued.

In order to use the system, the bank’s customers enter in their name and number, and select the reason for which they want a call back. The bank is then able to give the customer a call back within minutes.

“The benefits of such an instant response system are huge, especially when it’s about following up on new customers who are inquiring about banking services,” the statement added.

“The bank is able to engage customers and get them to sign up before the competitors have a chance to make a call and talk to the customer. Customers also appreciate the bank calling back instantly, while other banks may take hours or even days to respond. It is this kind of attention to detail, personalized service, and deft use of the latest technologies that has helped UBA stay ahead of its competitors in Africa, and ahead of the trends in the global banking industry.” The statement concluded.