- Econet unveils chatbot “Yamurai”,
- Yamurai to increase customer service experience,
- Yamurai to tackle several Customer queries.
Chatbots making waves across banking sectors in Zimbabwe and the world at large, Econet has unveiled its customer service enhancing chatbot dubbed Yamurai.
The chatbots name could not be more fitting as “Yamurai” means “helper” in vernacular. The chatbot will help Econet in giving its customers improved customer service experience.
“We are happy to formally introduce Yamurai as another channel among our growing suite of convenient, customer support digital solutions,” said Mr Otis Makahamadze, the company’s Chief Customer Experience Officer.
Econet said the chatbot will prove useful to customers during this Covid 19 induced lockdown when movement is restricted.
“We believe Yamurai will offer our customers much needed convenience at a time physical movement to access in-store support in our shops is restricted due to the national lockdown,” Makahamadze said.
Yamurai will only be able to handle several simple customer queries and also connect customers with complex issues to a live agent within the companies support departments.
“Yamurai will be able to help resolve customer queries so that customers can get ready assistance on routine issues such as phone PIN resets, airtime credit or top up issues, and queries relating to data bundle purchases resolved from the comfort of their homes,
Our customers may be pleased to know that Yamurai is also smart enough to escalate queries for a resolution to the relevant back-office departments in Econet, and log trouble tickets to help follow up active queries until they are fully resolved,” he said.
Indeed the chatbot is an improvement to Econet’s customer services but to some extent, it is not a big deal as it will not reduce the increase in online and phone-in customer inquiries experienced by Econet.
Most of the enquiries Econet receive are Ecocash related, such as blocked Ecocash accounts, wrong number transfers, and perhaps the most annoying of all transferring money to another user or make a payment and the money is deducted without reaching the intended recipient.
The Chatbot can not handle such complex and immediate queries. Yamurai can be accessed on Econet’s website www.econet.co.zw