Zanaco Bank and JMR Infotech Launch WhatsApp Chatbot to Revolutionize Customer Experience

Zambia – October 2024

Zanaco Bank, in collaboration with JMR Infotech, has successfully implemented a cutting-edge chatbot solution that brings faster, more efficient service to its customers across multiple channels. With the chatbot now live on the bank’s website, WhatsApp, and Facebook Messenger, Zanaco is taking a significant leap toward enhancing customer experience and streamlining operations. 

The project, culminated with its official launch in September 2024, reflects Zanaco’s commitment to digital transformation. The chatbot offers instant responses to frequently asked questions (FAQs) and provides seamless handoffs to live agents for more complex queries. This implementation aims to reduce the workload on support teams while ensuring that customers receive timely assistance around the clock. 

JMR Infotech, played a pivotal role in developing the chatbot, leveraging technologies like PHP, Apache, MySQL, Python, and React.js. The collaborative effort ensured the deployment was both robust and scalable. The successful resolution of various challenges exemplifies the dedication of all stakeholders, who worked tirelessly—even through weekends—to ensure the project’s timely delivery. 

The impact of the chatbot has been transformative. Within months of its launch, the number of customers interacting with the bot skyrocketed from 900 to over 9,000 users. This surge in adoption has significantly reduced the volume of calls reaching live agents, resulting in cost savings for the bank and improving overall efficiency. For customers, the chatbot provides a faster and more convenient way to get their questions answered, reinforcing Zanaco’s reputation as a customer-centric institution. 

The project’s success has also positioned Zanaco Bank to pursue further innovations. Future plans include integrating the chatbot with the bank’s customer relationship management (CRM) system and expanding its reach to other channels, such as Twitter and USSD. These developments will not only enhance service delivery but also cement Zanaco’s leadership in leveraging digital solutions for financial services. 

For JMR Infotech, the successful implementation with Zanaco aligns with its mission to empower clients with transformative technology solutions. This partnership has strengthened JMR’s relationship with Zanaco and is expected to pave the way for new opportunities in the financial sector. 

About JMR Infotech

JMR Infotech is a premier IT solutions provider, specializing in Oracle suite of financial technology solutions. We continuously aspire to be the most trusted and respected global technology solutions and services provider. Our goal is to deliver transformative technology solutions that drive efficiency and growth for our clients. JMR Infotech’s innovative solutions empower organizations, streamline processes, and enhance productivity. 

For more information about JMR Infotech and our services, please visit https://jmrinfotech.com. 

For additional information, interviews, or media inquiries, please contact: 

Devashruti Banerjee
Manager – Marcom, JMR Infotech
+91 9910014794 

devashruti.banerjee@jmrinfotech.com