Regulatory Alerts2023-01-01
CB Circular No. 34/2023 on AI Deployment and UAT Refresher Training for Financial Complaint Handling
The Bank of Zambia has issued Circular No. 34/2023 to mandate financial institutions and payment service providers to integrate the Thandizo AI chatbot for managing consumer complaints across web, SMS, WhatsApp, and Facebook channels. Institutions must send three customer service and ICT officers to a refresher training on system navigation and chatbot integration scheduled for December 15, 2023. Nomination lists must be submitted by December 12, 2023, ahead of the phased system launch that begins with the webchat channel on December 21, 2023.
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