In celebration of Customer Service Week 2024, CRDB Bank has officially launched a new digital customer service system utilizing artificial intelligence (AI) technology, named ‘Elle,’ which is short for ‘Ellephant,’ representing the bank’s brand.

The launch of this system, aimed at providing customer support through a messaging communication platform known as ‘Chatbot’ and facilitating transactions, took place at the bank's headquarters, attended by over 200 customers of the bank.

Speaking during the launch event for Customer Service Week and the new customer service system, CRDB Bank's CEO, Abdulmajid Nsekela, assured customers that quality service has always been a priority for the bank, and the launch of Elle aims to enhance efficiency in digital services. 

"Elle provides instant responses, accurate information, and ease of using our services through our website and WhatsApp," said Nsekela.

Further explaining, Nsekela clarified that Elle will assist customers in getting answers to questions or challenges they encounter while using services, conducting transactions, and obtaining quick support without the need to communicate directly with customer service agents. Additionally, this system can connect customers with agents where personal services are required.

This year's Customer Service Week is being celebrated under the theme “Above and Beyond,” which aligns with CRDB Bank's philosophy of ensuring that their services meet and exceed customer expectations. 

Nsekela assured customers that the bank will continue to make significant investments in technology, service and product innovation, along with training for employees to ensure that the services provided are of high quality and standard.

On her part, the Head of Customer Service at CRDB Bank, Yolanda Uriyo, stated that the bank continues to enhance its digital systems and invest further in modern methods of receiving customer feedback.

“Through WhatsApp, Elle assists customers in conducting transactions easily, including sending money, checking balances, paying bills, checking account information, and many other services. Customers can also chat with ‘Elle’ about matters beyond banking, making it a more customer-friendly tool,” Yolanda added.

CRDB Bank is recognized both nationally and internationally as a leading bank in customer service in the country. Recently, the bank was awarded the Quality Service Award by the European Society for Quality Research. 

The launch of Elle continues to position CRDB Bank on the map as a leading bank in quality service in this East and Central African region.

Ahmed Zahoro, one of the CRDB Bank customers who witnessed the launch of this service, praised the bank for its continued investment in innovation to provide excellent customer service. “We thank our bank for caring about us. Elle will help provide ease and efficiency in accessing services and assistance promptly,” he added.

Regarding the celebration of Customer Service Week, the Head of the Customer Service Unit, Yolanda Uriyo, indicated that this October, CRDB Bank will engage in various activities, including listening to its customers and addressing their feedback, alongside continuing to celebrate achievements in improving customer service.