Infobip, an omnichannel communication company simplifying how brands connect with and engage their customers at a global scale, recently hosted an Exclusive Business Dinner at The Movenpick Hotel in Ikoyi, Lagos.
Spotlighting the disruptive prospects of digital adoption, customer experience, and generative AI for businesses, the event kicked off with a welcome address by Olatayo Ladipo-Ajai, regional manager of Infobip.
Ladipo-Ajai expatiated on Infobip’s global footprint and its tailored solutions for the African market, emphasising the strategic importance of the company’s presence in numerous African countries. These offices enable the company to deliver localised services and solutions seamlessly.
“Infobip is a global brand with over 100 offices worldwide. Our physical presence in numerous African countries allows us to offer localised services and solutions, particularly for Nigerian banks, fintechs, and e-commerce businesses,” said L-Ajai.
He pointed to the challenges and opportunities within the Nigerian market, noting that Infobip’s platform has been indispensable in addressing specific local needs.
He elaborated on Infobip’s diverse range of services and its focus on innovation in the cloud communications space.
“We pride ourselves on being the number one global cloud communications platform, offering a single interface for various communication channels, including emails, SMS, and voice,” he added.
The keynote speech by Adebayo Olarewaju, head of Cards and Messaging Business, First Bank, centred on the far-reaching impact of AI and digital technologies on the banking sector. Drawing from his experience at First Bank Nigeria, Olarewaju shared insights on how AI is bolstering customer experiences and operational efficiencies.
“AI has become a very essential part of our operations, enabling us to enhance customer interactions and simplify processes,” said Olarewaju. He provided examples of AI-driven solutions, such as personalised interactions and virtual assistants, that are enhancing the banking experience.
“Through analysing customer data, we are able to predict behaviours, tailor communications, and provide financial services which are customised to meet user needs,” he explained.
This allows banks to provide a more personal touch, ensuring customers feel valued and understood. Additionally, virtual assistants powered by AI are becoming increasingly useful. These chatbots can answer customer queries, resolve issues efficiently, and provide 24/7 support, greatly enhancing the overall customer experience.
Another important aspect, as explained by Olarewaju, is repetitive back-office tasks like document processing and workflow management can be automated using AI, leading to increased efficiency and freeing up human resources for more complex work.
The importance of AI in fraud detection and financial planning is undoubtable.
“Advanced AI tools help us monitor transactions in real-time, detect anomalies, and prevent potential fraud,” he noted.
He further stressed the role of AI in providing financial guidance and investment insights, noting that AI-driven financial planning tools enable First Bank’s customers to manage their finances more effectively and make informed investment decisions.
Financial planning, a very important area that affects everyone, is now powered by AI. Olarewaju discussed how AI-powered tools can analyse financial data to provide personalised investment recommendations and guidance.
Customers can benefit from data-driven insights that help them make careful financial choices and finally, financial management by offering tools to track spending, set budgets, and achieve financial goals is another important aspect enhanced by this innovation.
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