E-Financial
Unleashing the Power of Conversational Banking to Redefine Customer Engagement

By Dean Baker, Squad Lead, BFSI – Infobip
Conversational banking, sometimes called chat banking, refers to the use of Artificial Intelligence (AI) and chat technology to help customers conduct traditional daily banking activities via digital communications channels on a mobile device.

Dean Baker, Squad Lead, BFSI – Infobip
Leveraging mobile messaging platforms, conversational banking has ushered in a new era of seamless and personalised banking experiences, tailored to meet the unique needs and preferences of each individual.
When conversational banking is delivered well, customers get both a more convenient and rewarding service experience. In other words, conversational banking leads to improved customer experience and ultimately improved customer loyalty.
Notably it has transformed how customers engage with their banks, providing a seamless and personalised experience using mobile messaging. However, a solid foundation for any conversational customer experience today is omnichannel communications, which is the ability to reach customers where and when they want, on their preferred channels.
Through chat apps, conversational banking provides instant, contextual, and personalised communication. Clients have the convenience of engaging with chatbots or agents 24/7 over a single platform where conversation history is saved for later reference.
An important aspect of banking is the ability to seamlessly shift the “conversation” to a human agent if and when needed while having the ability to present the engagement thus far to the agent, so as not to lose conversational context.
Conversational context
For example, should the customer have a question the chatbot cannot answer or if the customer gets stuck in the automation journey, they can be transferred to an agent with the conversational context, so the agent carries on where the conversation stopped, without the customer needing to explain everything all over again.
Choice is key and the caveat to an enhanced customer experience is to have the ability to deliver conversational banking over the customer’s channel of choice with the ability to move between channels without losing the context of the “conversation”.
One of the crucial customer benefits of conversational banking using chat apps is enabling customers to reach the financial institution whenever and wherever they may be. This will help build the trust required for successful long-term client-bank relationships.
The more a customer interacts with their bank through these conversations, the more a bank understands the customer’s preferences, habits, and needs – making it easier to personalise future transactional and promotional messages.
Conversational banking also brings various benefits to financial institutions, including speeding up time to resolution of queries or FAQs and automating the collection of data. Automation in call centres not only reduces costs but also enhances customer satisfaction, as customers who have a positive experience with a brand tend to report higher levels of satisfaction.
Revenue growth
Additionally, revenue growth can be driven through upsell, cross-sell and lead-generation efforts that can be personalised through conversational banking. Using conversational banking with AI-supported chatbots can also significantly reduce agents’ time spent on real-time support calls. Financial institutions can therefore support more customers with the same number of agents using chat apps. This reduces the pressure on customer service representatives and frees them up to handle more complex customer transactions.
AI technology plays a very important role in powering conversational banking experiences, as it enables chatbots to understand customer voice or text communications and to reply, simulating actual conversations. AI uses Natural Language Processing (NLP) to allow chatbots to determine meaning from language through common data elements.
However, the key challenge for financial institutions to overcome when looking to adopt a conversational banking journey is to choose the right communications platform and partner. Communications Platform as a Service (CPaaS) and conversational AI should give organisations all the tools they need for a great conversational banking experience. However, the key is to be able to customise these tools to align with their unique use cases and understanding of what their customers want.
The disruption within the banking sector is evident, as seen by the remarkable growth of fintech startups that have multiplied sevenfold over the past five years. Traditional banks must recognise and address these emerging challenges to remain relevant and competitive by embracing digital transformation effectively and adopting innovative strategies and new technologies to position themselves to thrive.
E-Financial
Ecobank Nigeria to Fully Repay $300m Eurobond Ahead of Schedule

Ecobank Nigeria has moved to retire the remaining part of its $300 million Eurobond before maturity. The bank has launched a tender offer for holders of its 7.125% senior notes due February 2026.

The bank announced the offer on Friday, 28 November 2025, inviting investors to tender their holdings ahead of schedule. Of the original $300 million issuance, $150 million remains outstanding.
Under the terms, investors whose notes are accepted for repurchase will receive $1,000 for every $1,000 in principal, plus accrued and unpaid interest up to, but not including, the settlement date. The transaction is expected to be completed on or before 31 December 2025.
Ecobank said the early repayment move is part of a broader strategy to optimise its balance sheet and strengthen capital planning flexibility. The lender added that the tender offer gives investors an opportunity to exit the instrument ahead of the original February 2026 maturity.
In a statement, the bank said the initiative underscores its “commitment to transparent engagement with funding partners and investors,” stressing that the offer supports its long-term goal of maintaining a well-structured debt profile.
Participation in the programme is voluntary, and investors will make decisions based on their individual considerations, the bank added.
Ecobank emphasised that the announcement is for information only and does not constitute an offer to buy or sell securities. Eligible noteholders are expected to rely on the formal tender documents when deciding whether to take part.
E-Financial
Reps Give Banks Four-Day Ultimatum on Tax Deductions, Charges

The House of Representatives Ad hoc Committee investigating deductions of taxes and sundry charges from the earnings of civil and public servants has given commercial banks a four-day deadline to submit all requested documents.

House of Rep
The committee, chaired by Hon. Kelechi Nwogwu, issued the ultimatum at the commencement of its investigation, following a motion earlier moved by the House Chief Whip, Hon. Usman Bello Kumo, on alleged deductions from civil servants’ salaries.
Nwogwu insisted that Chief Executive Officers of affected financial institutions must appear in person before the panel, rejecting representatives sent by GT Bank, Zenith Bank, Access Bank and other banks.
He explained that the panel was mandated to ensure that all deductions of charges by banks on customers’ accounts were fair and properly applied.
The committee disclosed that invitations had also been extended to the Ministry of Finance, the Office of the Accountant-General of the Federation, the Economic and Financial Crimes Commission, and all commercial banks operating in Nigeria.
“You cannot appear here without an identity. We are here on the mandate of the people who elected us into parliament. We have resolved to meet next week on Wednesday.
“You must submit all requested documents by Monday, May 1,” Nwogwu said.
He warned that any bank that failed to comply with the deadline would face sanctions, adding that the committee would put the CEOs on oath during the next sitting.
The investigation continues next week.
E-Financial
SEC Urges IST to Freeze all CBEX Bank Accounts in Nigeria

The Securities and Exchange Commission (SEC) has asked the Investments and Securities Tribunal (IST) to order the freezing of all bank accounts belonging to Crypto Bridge Exchange (CBEX) and other defendants held in commercial banks and financial institutions across Nigeria.

The request was made in Suit No. IST/OA/02/2025: Securities and Exchange Commission & Anor v. Crypto Bridge Exchange (CBEX) & 25 Others, the first case before the 6th Tribunal presided over by Hon. Aminu Jinaidu, Chairman of the IST.
SEC also urged the Tribunal to seize houses and other assets allegedly acquired by the defendants using proceeds obtained from the public through the CBEX investment scheme, which it said falsely operated as a digital assets platform and capital-market operator.
The Commission argued that CBEX, which is not registered with SEC, unlawfully promised investors a 100 percent return on investment within 30 days—conduct it said is in violation of Section 3(b) of the Investments and Securities Act, 2025.
SEC further disclosed that the Securities and Futures Commission of Hong Kong had, on April 23, 2024, issued an advisory warning against CBEX, describing it as a suspicious virtual-asset entity. According to the advisory, CBEX adopted a name resembling that of a Chinese property-rights trading organisation to give investors false assurance, despite having no connection with the legitimate entity.
At Tuesday’s sitting, the Tribunal ordered that hearing notices be served on the defendants through national newspapers, as CBEX failed to appear and was not represented in court.
CBEX launched in Nigeria in July 2024, operating through a website and mobile app. It claimed to use advanced artificial intelligence to generate unusually high profits from cryptocurrency trading, promising returns of up to 100 percent within a 40- to 45-day lock-in period. The scheme later collapsed and was exposed as a Ponzi operation that reportedly defrauded investors of more than N1.3 trillion (about $800 million).
Hon. Jinaidu also presided over several other matters on the tribunal’s docket, including Benue Investments Property Co. Ltd & Anor v. Securities and Exchange Commission & 6 Others; Maven Asset Management Ltd v. Securities and Exchange Commission; John Makinde Onade & Anor v. First Registrars & Investors Services Ltd & Anor; and Securities and Exchange Commission & Anor v. Tourist Company of Nigeria PLC & 6 Ors. All the cases were adjourned to January 27, 2026.
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