Regulatory Alerts2023-01-01
Bank of Zambia Circular No. 15/2023 on AI Deployment in Financial Complaint Handling and UAT Refresher Training
The Bank of Zambia requires financial and payment service providers to nominate two complaint-handling officers each for a virtual User Acceptance Testing refresher training on June 28, 2023. Institutions must submit their nominee lists by close of business on June 27, 2023 to ensure readiness for the upcoming AI chatbot launch. This mandatory session serves as the final preparation step before the system becomes fully operational across digital and messaging channels.
[Logo: Bank of Zambia]
Bank of Zambia
OFFICE OF THE DEPUTY GOVERNOR - OPERATIONS
BOZ/EXEC/DGO/nbfis/bp
June 26, 2023
CB Circular No. : 15/2023
To : Heads of Financial Service Providers and Payment Service Providers
DEPLOYMENT OF ARTIFICIAL INTELLIGENCE IN FINANCIAL COMPLAINT HANDLING – REFRESHER TRAINING IN USER ACCEPTANCE TESTING
Reference is made to CB Circular No. 04/2022, on the above subject.
The Bank of Zambia (BoZ) in collaboration with the Competition and Consumer Protection Commission, with financial sponsorship from the African Development Bank, is finalising a Project that will deploy Artificial Intelligence (AI) in Financial Consumer Complaint Management. The BoZ has made progress in finalising the chatbot integration with websites, Facebook, WhatsApp and SMS channels. The chatbot is now expected to go live before end of July, 2023.
Based on the foregoing, the BoZ, together with Proto (the system developer), have organised a virtual User Acceptance Testing Refresher Training to be held on June 28, 2023. The main objective of the refresher training is to remind your institution’s nominated staff who attended the initial training held on February 24 and 25, 2022 on how to navigate and use the system when it is operationalised. Kindly note that this is the last training before system operationalisation and all institutions are requested to participate.
In this regard, your institution should nominate two (2) officers that deal with financial complaints and preferably those that participated in the initial training, to attend the refresher training scheduled for June 28, 2023. Kindly send the list of nominees to the following emails: mmusantu@boz.zm; lmukelebai@boz.zm; smudenda@boz.zm; and david@proto.cx, by close of business on June 27, 2023.
[Signature]
Francis Chipimo (PhD) DEPUTY GOVERNOR – OPERATIONS
cc Governor Deputy Governor – Operations Director – Non-Bank Financial Institutions Supervision Director – Bank Supervision Director – Payment System Director – Information and Communication Technology
Bank Square, Cairo Road, P.O. Box 30080, Lusaka, Zambia Tel:+260-211-399303, 399300, E-mail: dgo@boz.zm. Web: http://www.boz.zm