Business · South Africa
Capitec’s New AI Tool Speeds Up Call Centre Help
TechCentral · 2026/03/06
Summary
Capitec Bank has introduced a new AI-powered tool called Pulse, designed to improve customer service at its call centres. The Pulse tool uses artificial intelligence to understand customer problems before they explain them to the call centre agents. This helps agents quickly prepare solutions and reduce the time spent on calls. As a result, call handling times are cut by up to 18%. Faster call handling means customers spend less time waiting and get quicker responses to their banking issues. This upgrade reflects Capitec's ongoing effort to improve service using modern technology.
OnABudget takeaway: Faster call centre service means less waiting when you need help, which saves you time. For investors, this shows Capitec's commitment to smart technology that can improve customer satisfaction and reduce costs.