🏦Commercial Bank🇰🇪 Pan-African · 9 markets

From branch queues to AI concierge — 24/7.

A pan-African commercial bank uses Africall for digital onboarding, fraud hotlines and a 24/7 AI banking concierge integrated with its core banking system.

6 min

KYC time

99.2%

Liveness accuracy

Dropped fraud calls

−54%

Branch foot traffic

Walk through this in the live app Get a tailored demo

The challenge

What wasn't working

Branch-heavy operations couldn't scale into mobile-first markets. KYC took 4 days. Fraud hotlines dropped 30% of calls during peak. POPIA, NDPR and DPA compliance demanded auditable workflows.

The Africall setup

What we configured

Digital KYC with liveness + ID capture cuts onboarding to 6 minutes.
AI concierge handles balance, statements, card freeze and disputes via WhatsApp + voice.
Fraud hotline with priority routing and full call recording for regulator submissions.

Modules deployed

Digital KYC AI Agents Voice & Calls CRM 360 Analytics Ticketing

Channels

Voice WhatsApp Email Mobile app In-branch tablet

Languages

English French Swahili Arabic Portuguese

Customer journey

How it flows, end-to-end

1
Customer opens account on WhatsApp
AI walks through KYC, captures ID + selfie.
2
Liveness + AML check
Verified against sanctions in <30s.
3
Account live
Card requested, delivered, activated via concierge.
4
Ongoing care
Disputes, freezes, statements — all in one thread.