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Unleashing the Power of Conversational Banking to Redefine Customer Engagement

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Dean Baker, Squad Lead, BFSI - Infobip
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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.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

E-Financial

CBN Introduces Stricter BVN Rules to Curb Fraudulent Transactions

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Central Bank of Nigeria (CBN) has introduced stricter rules guiding the use and management of the Bank Verification Number (BVN) as part of efforts to reduce fraudulent transactions within the financial system.The revised framework, which takes effect from May 1, includes tighter controls on BVN enrolment, data access and customer information updates.

CBN Introduces Stricter BVN Rules to Curb Fraudulent Transactions

The apex bank said the measures are aimed at strengthening identity management, improving fraud monitoring and safeguarding the integrity of banking transactions.

Under the new guidelines, BVN enrolment is now restricted to individuals aged 18 and above, while customers will only be allowed to change the phone number linked to their BVN once.

The restriction is designed to curb identity manipulation often exploited by fraudsters through repeated updates of personal information.

The CBN also directed financial institutions to maintain a temporary watchlist for BVNs linked to suspicious transactions.

Affected BVNs may be flagged for up to 24 hours, during which customers are expected to verify or clarify flagged transactions before further action is taken.

In addition, access to BVN data has been tightened, with the apex bank retaining exclusive control over the database while granting access only to licensed financial institutions under defined conditions.

The move, according to the CBN, is expected to enhance data security and support a more resilient financial system as BVN enrolment continues to grow.


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E-Financial

Binance is Missing from Ghana’s Crypto Sandbox

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Ghana’s Securities and Exchange Commission has given the nod to 11 crypto trading platforms to participate in its new regulatory sandbox programme, its first major step in support of crypto after passing a law to provide the local market with regulatory clarity in December.

Binance is Missing from Ghana’s Crypto Sandbox

The big news however is that Binance, the world’s largest crypto exchange by trading volume is nowhere on the list, raising questions about the crypto exchange’s future in one of West Africa’s fastest-growing digital asset markets.

Newsghana reported that industry analysts covering the sandbox launch specifically flagged Binance as a notable absent player, alongside Yellow Card, whose mobile payment product Yellow Pay had previously been warned against by the Bank of Ghana (BoG) for operating without authorisation. Neither company has publicly explained its absence from the cohort.

For Binance, the omission carries particular weight. The exchange has cultivated a visible presence in Ghana for several years, including direct engagement with regulators, public financial literacy campaigns, and the presence of senior representatives in Accra.

Despite that groundwork, it did not secure a place in the inaugural sandbox when the Securities and Exchange Commission (SEC) published its list of approved Virtual Asset Service Providers (VASPs) on March 10, 2026.

Analysts have pointed to Binance’s ongoing legal battle in neighbouring Nigeria as a factor likely complicating its regulatory position across the region.

And the Nigeria Revenue Service (NRS) is pursuing Binance for an $81.5 billion claim covering alleged economic losses and unpaid taxes, arguing the exchange has a significant economic presence that makes it liable for corporate income tax for 2022 and 2023, along with a 10 percent annual penalty on outstanding amounts.

The stakes of remaining outside Ghana’s regulatory framework are rising fast.

The BoG made clear on March 5, 2026, that all VASPs operating within Ghana’s jurisdiction including those serving Ghanaian residents through digital platforms with no physical office in the country must register with the Bank.

Firms that do not comply face sanctions and potential disqualification from future licensing.

Ghana’s digital asset market has grown rapidly, recording over $10 billion in cryptocurrency transactions by November 2025, up from roughly $6 billion the year before, making it one of West Africa’s most active markets.

With over three million users estimated to be active in the ecosystem, the country represents a market Binance cannot easily afford to be shut out of through regulatory non-compliance.

The eleven sandbox participants will effectively serve as the reference models for what a compliant licensed VASP looks like under Ghana’s framework.

Those that perform well within the first six months may transition to full licensing early, while those that fall short risk being shut out of the regulated market once the sandbox period concludes.

Binance did not respond to a request for comment before publication. The SEC Ghana and BoG have not publicly commented on why specific companies were excluded from the first sandbox cohort.


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World Bank Debars 3 PwC Subsidiaries for 21 Months over Alleged Project Fraud

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World Bank Group has debarred three African subsidiaries of global advisory firm, PricewaterhouseCoopers (PwC), for 21 months after being allegedly found guilty of manipulating procurement processes for a major cross-border electricity project.

World Bank Debars 3 PwC Subsidiaries for 21 Months over Alleged Project Fraud

In a statement, the Washington-based multilateral lender said PricewaterhouseCoopers Associates Africa Ltd, based in Mauritius, along with its Kenyan and Rwandan affiliates, engaged in “collusive and fraudulent practices” linked to the Eastern Electricity Highway Project, a flagship initiative to transmit hydropower from Ethiopia to Kenya.

The decision sidelines PwC from lucrative World Bank-funded projects on the continent, dealing a blow to one of the region’s most influential audit and advisory firms.

This development could reshape competition for high-value consulting work across emerging markets, potentially disrupting startups and tech firms reliant on World Bank funding, as scrutiny over governance and compliance tightens.

The World Bank, through its private sector arm, International Finance Corporation (IFC), offers grants and low-interest loans to startups across emerging markets.

Earlier this week, the IFC committed $20 million to invest in high-growth startups in Kenya, Nigeria, and South Africa.

“The debarment makes PwC Associates, PwC Kenya, PwC Rwanda, and any affiliates they control ineligible to participate in Bank Group-financed projects and operations,” the World Bank said.

“It is part of a settlement agreement under which the three companies admit culpability for sanctionable practices.”

The determination was based on the company’s conduct between 2019 and the award of contracts for consultancy services and asset valuation work for the Ethiopian state power utilities.

According to the World Bank statement, the firm obtained confidential procurement documents to improperly influence the award of a contract for the implementation of International Financial Reporting Standards at the Ethiopian Electric Power Corporation.

They also attempted to steer a separate contract for a fixed asset inventory and revaluation for the power utility towards PwC Associates.

During the bidding and execution of that contract, the bank found that the company misrepresented the availability and qualifications of key experts and failed to disclose the full list of subconsultants involved.

According to the World Bank, the debarment is shorter than would otherwise apply because PwC admitted misconduct.

The advisory firm also agreed to a series of remedial measures, including internal investigations, disciplinary action against responsible staff, terminating relationships with all subconsultants involved, and additional staff training.

 


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