The African Development Bank (AfDB) has just awarded a $1.024 million grant for AI-based national client management systems in Ghana, Rwanda and Zambia.

AfDB Board invests in handling customer complaints on behalf of the national banks of Ghana and Rwanda and the Competition and Consumer Protection Commission of Zambia.
The project will establish a complaint handling system for financial regulators, using multilingual chatbots and artificial intelligence in interface with leading financial service providers in the three countries. The system will integrate the main local languages for ease of use, record customer complaints, including oral complaints from those who cannot read or write, and monitor their resolution.
"Facilitating sound policies and regulations, including those that strengthen consumer protection and catalyze financial inclusion, is a key mandate of ADFI. With the proliferation of digital financial services, the financial sector needs innovative customer redress and follow-up mechanisms for regulators. The Sinitic project is one such solution," said Sheila Okiro, coordinator of ADFI.
The resources allocated come from the Africa Digital Financial Inclusion Facility (ADFI) Special Fund, a financing vehicle to accelerate digital financial inclusion in Africa.