Innovative solutions designed to meet customers where they are
FNB, a pioneer in digital banking, is phasing in two new customer engagement platforms, NAVi, a fully integrated conversational virtual assistant on the FNB App, and WhatsApp, a streamlined digital channel tailored to meet evolving customer needs.
The rollout of these channels forms part of FNB’s broader commitment to enhancing customer experience and broadening digital channels to help simplify everyday banking.
FNB Nav CEO Johan Maree says, “We have always been about providing simple, easy and effective solutions for our customers. The phased introduction of NAVi and WhatsApp continues this approach, delivering secure, easy, and relevant services in formats that our customers are already comfortable with, as they use them in their day-to-day lives. NAVi is not just a chatbot, it’s a multi-agent, intelligent virtual assistant, designed to enhance our customers’ experience and streamline operations across multiple digital channels.”
NAVi’s capabilities include an array of features such as predefined responses for speed and consistency, being able to report and track fraud, order a new card, dispute debit orders and more. In addition, the channel also helps advisors by routing queries and providing relevant, real-time information. It’s available on Secure Chat via the FNB App and helps customers to get instant support while also freeing up advisors to focus on more complex queries.
While in pilot phase, FNB is also introducing WhatsApp as a key communication and educational platform. In a phased approach customers will receive the following from FNB via WhatsApp:
· Verified, secure messages from FNB to protect against fraud.
· Educational content on pricing, fees, and financial tips.
· Timely updates to help customers manage their money confidently.
“WhatsApp has become so prevalent that it makes sense to explore the opportunities it offers to make banking even more inclusive and personal. We’re not just adding another service channel with WhatsApp, we’re creating more engaging, and educational discussions with our customers to help them feel supported and confident at every step of their financial journey.
We’re preceding the launch of WhatsApp as a banking channel with a strong focus on safety and fraud awareness to help customers identify legitimate FNB messages once we launch, and avoid scams, especially during high-risk periods such as the festive season,” says Maree.
WhatsApp will complement existing channels like the FNB App and Cellphone Banking, starting with educational content on pricing and fees before expanding to interactive, personalised engagements. NAVi and WhatsApp are powerful additions to the bank’s digital ecosystem. “By expanding our digital channels with NAVi and WhatsApp, we’re not only improving accessibility, but we’re also creating smarter, more secure, and more efficient ways for customers to engage with us,” said Maree.
While the bank rolls out WhatsApp, customers can verify the FNB WhatsApp numbers based on the following points:
- Look for the Blue verified badge
- Check the number – make sure the WhatsApp number matches the one listed on our official website or app.
- Review the business profile – tap our name at the top of the chat to see the business name, logo or profile image, description Website or contact info
- Watch out for red flags – If you’re asked for sensitive information like passwords or PINs etc.
- Visit www.fnb.co.za or call our contact centre to confirm.
