MTN MoMo supercharges account sign-ups with conversational AI

Client

MTN

Date

2020

Solution

Customer acquisition

Integrations

eKYC
CRM
Administrative System
Payment
Cloud Hosting
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Engagement rate (%)

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Completion rate (%)

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Average customer experience rating (out of 5)

Client overview.

MTN's groundbreaking Mobile Money (MoMo) service lets you store, send, and receive money using your phone. You don't need a bank account or fancy smartphone to use it.

The challenge
The MTN team needed to ensure that the registration process for an MTN MoMo account was accessible, seamless, secure and available 24/7.
How we helped
FinChatBot launched a registration solutions that enables customers to register for an MTN MoMo account in less than five minutes in a fun and seamless way. The solution also offers information on MTN MoMo and provides helpful hints and tips along the way to ensure customers are never left in the dark. Through FinChatBot’s real time reporting, coupled with analytics, tone and flow optimisation and intelligence-powered insight, MTN MoMo can continue to ensure a bright and enjoyable experience for all its customers through its conversational solution called Siza.
The outcome
The markets targeted for the sign-up solution called Siza showed high engagement of up to 95%. Over a period of 6 months, we saw double-digit growth in engagement and up to 21% completion rates. On average, customers rated the solution 4.5 out of 5 stars, reflecting high overall customer satisfaction. The FinChatBot team consistently works closely with the MTN MoMo team to optimise the solution and enhance relationship with the business and its customers.

Siza is our automated MoMo expert, always ready to serve multiple customers all at the same time, 24/7. We chose Siza, which means helpful, as our conversational AI persona to brighten up our customers’ experience, while ensuring we stay aligned with our core objective - helping customers simply manage and keep their money safe.

Felix Kamenga, Chief Officer of Digital Financial Services at MTN South Africa

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