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
Zenith Bank Gets Regulatory Approval for Full Takeover of Paramount Bank

Zenith Bank, Nigeria’s second biggest lender by market value, has received approval from the Competition Authority of Kenya (CAK) to acquire 100 percent of Paramount Bank Limited, clearing a key regulatory hurdle in its East African expansion drive.

In a statement on Thursday, CAK said the transaction is “unlikely to lead to a substantial prevention or lessening of competition in the market for the provision of banking services in Kenya” and would strengthen Paramount’s financial position, helping it meet enhanced core capital requirements over the long term.
The Kenyan regulator noted that the deal poses no risk of reduced competition in the country’s banking sector. Zenith currently has no banking operations in Kenya, while Paramount is a Tier III lender with a modest 0.2 percent market share.
“The approval is based on the Authority’s determination that the transaction is unlikely to harm competition, while any negative public interest concerns regarding employment can be addressed through mitigating remedies,” CAK added.
Paramount met the Central Bank of Kenya’s KSh3.0 billion core capital requirement in November last year, reporting KSh3.118 billion after raising KSh332 million from shareholders, according to Mwango Capital, a Nairobi-based research firm.
The deal reflects a broader shift among banks in East Africa’s largest economy as lenders seek growth opportunities beyond increasingly saturated home markets marked by weak credit expansion, rising regulatory costs, and intense competition.
While several global banks — including Standard Chartered and HSBC — have scaled back African operations over the past decade, Zenith’s move signals confidence in selective regional expansion, particularly in East Africa, where economic growth and financial inclusion trends remain supportive.
The banking group is also widening its continental footprint. Last month, the lender disclosed plans to expand into Ethiopia, Africa’s second most populous country, as it targets generating up to half of its profits outside Nigeria over the medium term.
Historically, Nigeria, the continent most populous nation contributed as much as 90 percent of the bank’s earnings, a dominance that is now gradually easing.
Data cited by The Africa Report show that profit contributions from foreign subsidiaries rose to 27 percent in the first nine months of 2025, up from 14 percent in 2024.
Nigeria’s banking recapitalisation drive is also pushing large lenders such as Zenith to deploy capital beyond their home market. In January 2025, Zenith — which holds an international banking licence — raised N350.4 billion ($242 million), lifting its paid-up capital to N614.6 billion ($425 million).
With higher capital buffers in place, banks are reassessing how best to deploy fresh funds as domestic earnings normalise following two years of windfall gains.
As part of the approval, Zenith has been required to retain Paramount’s 78 employees for at least 12 months after the transaction is completed.
The bank is listed on the Nigerian and London stock exchanges and operates across corporate, commercial, retail, and investment banking. Its international subsidiaries span the United Kingdom, Ghana, Sierra Leone, Gambia, the UAE, and China.
E-Financial
Court Jails Ogiemwonyi, Stockbroker for Theft of $80,000, N953m Shares Proceeds

Victor Ogiemwonyi, a Lagos stockbroker, and Partnership Securities Limited, his company, have been convicted for allegedly stealing shares worth N953 million and $80,000 belonging to one Mr. Arnold Onyekwere Ekpe, a former managing director of Ecobank Transnational Incorporated (ETI).

Ogiemwonyi was convicted after he was found guilty of two-count charges bordering on stealing, contrary to Section 285(1), (9) (b) and (c) of the Criminal Law of Lagos State, 2011 slammed on him by the Economic and Financial Crimes Commission (EFCC).
Ekpe, through Messrs Margaret Onyema, his counsel, has sometimes in October 2016 in a petition to the EFCC alleged that he instructed the defendants to sell his 96,077,872 units of Ecobank Transnational Incorporated (ETI) shares, which were sold at the rate of N1,296,885,311.02.
But he said out of the proceeds of the sale, the stock broker paid only N300,000,000.00 to him while he dishonestly diverted the balance for personal use.
Following investigations, the defendants were charged with two counts of stealing.
Count one reads:
”Victor Ogiemwonyi and Partnership Securities Limited between the months of June, 2016 and September, 2016 at Lagos within the jurisdiction of this honourable court dishonestly stole the sum of N953, 535,861.57 (Nine Hundred and Fifty Three Million, Five Hundred and Thirty Five Thousand, Eight Hundred and Sixty one Naira Fifty Seven Kobo) being part of the proceeds of sale of 96, 077, 872 Ecobank Transnational Incorporated Shares, property of Mr. Arnold Onyekwere Ekpe”.
Count Two reads:
“Victor Qgiemwonyi and Partnership Securities Limited sometime between June, 2016 and July, 2016 at Lagos within the jurisdiction of this honourable court dishonestly stole the sum of USD$80,000.00 (Eighty Thousand United States of America Dollars) which formed part of the accrued dividends on 96, 077,872 Ecobank Transnational incorporated Shares, property of Mr. Anold Onyekwere Ekpe”.
At trial, the prosecution, led by Ola Sesan, called five witnesses and tendered 67 exhibits, all of which were admitted and marked by the court.
The defence, on its part, called three witnesses, including the first defendant.
Delivering judgment on Wednesday, Justice Modupe Nicole-Clay of the Lagos State High Court sitting in Ikeja, Lagos convicted Ogiemwonyi and his company, Partnership Securities Limited, guilty on all counts.
The court sentenced the first convict to pay a fine of N10 million, while the second convict was ordered to pay a fine of N20 million.
Also, the court directed the convicts to pay back the entire money stolen from the petitioner, both in naira and dollars.
Recall that Securities and Exchange Commission, SEC, had in 2017 banned Victor Ogiemwonyi, from operating in the capital market for life over alleged unprofessional conduct in the Nigerian capital market.
He was also banned for life from holding directorship position in any public company in Nigeria.
He was also ordered to pay a penalty of N100,000.
SEC said Ogiemwonyi was banned after he was found guilty of breaching Rule 1(iii) of the Code of Conduct for Capital Market Operators and Their Employees as contained in its Rules and Regulations made pursuant to the Investments and Securities Act 2007.
The ban also followed petition by EFCC to SEC accusing Ogiewonyi of misappropriation of about N1.24 billion, $80,000.00, stealing and dishonest conversion of proceeds of share sale belonging to an investor.
It was alleged that he used his company to dupe over 300 investors over N4.8 billion with Arnold Ekpe a former Managing Director of Ecobank Transnational Incorporated, ETI, being one of his victims.
E-Financial
FCCPC Delists Non-Compliant Digital Lenders Post-January 5 Deadline

Federal Competition and Consumer Protection Commission (FCCPC) has commenced enforcement actions against Digital Money Lending (DML) operators that failed to regularise their operations under the Digital, Electronic, Online and Non-Traditional Consumer Lending Regulations, 2025 (DEON Regulations).

FCCPC
The commission withdrew the conditionally approved status of non-compliant DML firms and removed them from its official register of approved digital lenders, effective immediately after the January 5 compliance deadline.
FCCPC Executive Vice Chairman and Chief Executive Officer, Mr Tunji Bello, announced the measures on Wednesday, emphasising their role in upholding regulatory standards and ensuring certainty in Nigeria’s digital lending sector.
Mr Bello stated that the compliance window provided under the DEON Regulations, which took effect on July 21, 2025, had closed, paving the way for fair, orderly and due process-driven enforcement.
He noted that the actions target persistent issues such as exploitative loan recovery tactics, data privacy breaches, harassment of borrowers and anti-competitive practices that have plagued the sector.
The DEON Regulations, issued on September 3, 2025, under the Federal Competition and Consumer Protection Act 2018, mandate all non-bank digital lenders to register, adhere to fair interest rates, ethical debt recovery and robust data protection measures.
Non-compliance now attracts severe penalties, including fines up to N100 million or one per cent of annual turnover, operational restrictions, app store delistings and potential director disqualifications for up to five years.
As of late 2025, the FCCPC had granted full approval to 438 digital lending companies, with recent data indicating over 521 firms now under regulatory scrutiny post-deadline.
The commission’s phased crackdown involves collaboration with the Central Bank of Nigeria, Google and Apple for account freezes and global app removals targeting unregistered platforms.
Industry watchers described the enforcement as a landmark move to sanitise Nigeria’s fast-expanding digital credit market, which has seen rising borrower complaints despite earlier 2022 interim guidelines.
The FCCPC reiterated its commitment to balancing innovation with consumer protection, urging affected operators to swiftly meet requirements for reinstatement.
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