Multinational - Artificial Intelligence-enabled financial complaints management for central banks in Africa

The project concerns AI-Enabled Financial Complaints Management for Financial Inclusion. This is a complaints management system project for central banks that will be delivered using multilingual chatbots and artificial intelligence. The solution will enable central banks to collect digital financial services (DFS) customers’ complaints and track their handling by financial service providers (FSPs). The solution will be developed by Sinitic Africa, a fully owned subsidiary of Sinitic Inc a fintech based in Canada, and BFA a leading consulting firm who together have developed and successfully deployed a similar project for the Bank of Philippines (BSP). The solution deployed in Philippines adopted three key languages. For their deployment in Africa, at a broad level Sinitic will deploy the solution in the following key languages: Rwanda (Kinyarwanda, Swahili, French, English), Zambia (English, Nyanja) and Ghana (English and Twi) with the possibility of further customization based on discussions with different central banks. All the dialects cannot be integrated by the project will focus on the main local or official languages as per recommended by central banks or stakeholders during a Human Centric Design journey. In line with this, three results are expected from the project: 1) Financial services are better monitored for complaint resolution; 2) Marginalized groups make their voices heard increasing trust in the ecosystem and uptake of services and 3) Consistent data is collected for policymaking.