MASERU – ‘Tsotsoma’, the new interactive chatbot introduced by the Lesotho Post Bank (LBP), is set to revolutionise the lives of Basotho by providing convenient digital services. This service that was introduced this week, allows LBP customers to access and engage with the bank’s services which is easily accessible through the WhatsApp platform.
The Application Developer Specialist of the bank, Lipholo Pheko, said in order to initiate interaction with Tsotsoma, the user must have WhatsApp installed on their phone and send the word “hi” to it. By interacting with Tsotsoma and following their instructions, individuals can easily open an account from the comfort of their home.
He said since it is in the pilot phase, it is only interactive in English but promises more features moving forward. “It offers three main menus, being self-service, account service and talking to agents and several other services as it can also take the user to the appropriate office within the bank depending on their needs,” he said.
Additionally, he said the service has the potential to create additional employment opportunities in the future and a greater number of personnel will be necessary to operate the service round the clock. According to LBP Chief Sales Manager ‘Mathabo Tšehlo this service is accessible to all LPB clients and their queries are addressed remotely through this chatboard.
She added that Tsotsoma provides the necessary forms for bank users, including proof of residence, which can be conveniently filled out and returned on the same platform. “This latest invention updates the clients’ latest news and updates the bank offers. It also updates the user about the automated teller machines (ATMs) statuses such as which ones are nearer to them and active in real time,” she said, adding that amongst other features that Tsotsoma boasts includes referring the users to the relevant offices within the bank including forwarding the documents to appropriate offices within the bank.
She also said that this service will enhance customer experience in terms of convenience and urged their clients to utilise this service for their convenience.