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Old Mutual launches Arifa, a Facebook messenger chatbot to serve its customers

Old Mutual has unveiled a Facebook messenger chatbot that’s expected to offer unitholders the convenience of managing their accounts online as well as giving directions to investors on their investments journey. The use of bots to serve basic customer care queries has increased amongst firms in Kenya with tuvuti reporting adoption by Safaricom through Zuri and even the government in managing the current outbreak.

The Old Mutual Investment Groug (OMIG), is the latest firm to join in on the upcoming customer care focused technology based on chatbots that incorporates common queries on to their chatbot systems with expected customer-based answers. With the unveiling of Arifa Chatbot, the investment group hopes to handle common queries from customers without having the need to call or visit a physical office.

Speaking on the launch, the managing director of Old Mutual Investment Group (OMIG) Peter Anderson said the firm was focused on enhancing processes through digital transformation, which entailed integrating digital technology in all areas their business that will fundamentally change how they operate and the value delivered our customers.

He also acknowledged how the market landscape around the world is changing rapidly, making the Arifa Chatbot innovation underscore the company’s commitment to customer needs in these changing times.

Old Mutual Investment Group unveiled the Unit Trust Funds investment channel in April 2003 under the previous entity name Old Mutual Investment Services (OMIS). In 2019, the business received regulatory and Unit Holder approval to transfer the Unit Trust Funds from Old Mutual Investment Services Kenya (OMIS) to Old Mutual Investment Group (OMIG).

Anderson also pointed out how the transfer of the Unit Trust Funds was informed by a decision to place the management of all client funds under one company (OMIG) as opposed to two companies. He noted ever since the unit trust arm had grown exponentially, and were glad to be taking yet another big stride with Arifa.

Back in 2012, Old Mutual had unveiled i-INVEST – a USSD based platform that allowed Kenyans to invest using their mobile phones from as low as Kes 10 in the Money Market Fund. Arifa Chatbot is therefore expected to complement the operations of i-INVEST and encourage investment among Kenyans.

Anderson further encouraged investors by pointing out the Journey of investment which he said began on day 1 and from the company’s experience, he said those who started out with the lowest price range in i-INVEST were usually testing the reliability of the channel to their financial goals and thereafter invest more, having learned what works for them.How to use Arifa Facebook Messenger Chatbot;

How to use Arifa Facebook Messnger Chatbot for UAP Old Mutual


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