In today’s tech-driven world, it’s easy to lose sight of the human element. At Nimble, we believe technology should enhance – not replace – the personal touch. That’s why we’re taking big steps to improve how we serve our customers and how we operate internally, using AI while maintaining a human-centered approach.
One of our most exciting developments is our AI-powered chatbot, designed to make customer experiences more seamless while remaining deeply personal. The chatbot though, is just one way we’re using AI to improve our solutions. From automating routine tasks to providing tailored support, AI is becoming a crucial part of how we enhance business efficiency – without losing the personal connections that matter most.
Introducing Our New Chatbot: A Smarter and More ‘Human’ Way to Interact
Our new chatbot, ‘Ntombi’, goes beyond traditional flow-based systems. Using advanced large language models (LLMs) and cloud technology, it understands and responds to natural conversational language even when queries are phrased uniquely. This flexibility allows customers to communicate their needs without the frustrations of rigid scripted responses – making interactions more accurate, immediate, conversational, and supportive in real-time. Ntombi currently communicates in English, Afrikaans, Zulu and Xhosa, offering a more personalized experience for those who prefer these languages. We’re also working on expanding support to even more languages to make interactions more inclusive.
Our ultimate goal is for customers to have such a seamless, personalized experience that they won’t even realize they’re interacting with AI—they’ll feel like they’re speaking to a real person who happens to be called Ntombi.
AI is Helping Us Be More Efficient – While Staying Human
AI doesn’t just improve customer interactions; it also enhances how we operate behind the scenes. For example, we’ve transformed how we manage email backlogs, which historically took significant time to resolve. With AI, we can now handle routine queries more quickly in real time. Additionally, we’ve greatly reduced the need for human consultants to intervene in many queries. Before the chatbot, 50-60% of WhatsApp inquiries required human assistance. Today, only 20-25% of chatbot queries need human intervention, freeing up our team to focus on more complex tasks that lead to better, more empathetic outcomes.
For our business clients, this efficiency translates into more cost-effective solutions and a better experience for their customers, as we resolve issues faster and more accurately.
What’s Next: Our AI Efforts Continue to Evolve for You
We’re committed to continually evolving our AI capabilities to serve you better. We’re currently working on enhancing Ntombi so she can handle even more complex tasks like setting up debit orders and processing important documents. This will further streamline processes, such as proof of payment handling, ensuring smoother operations on both sides.
In addition, we’re enhancing our AI tools to further support our credit management consultants, integrating this with our current proprietary ‘Norman’ customer engagement system. This will allow us to offer even more personalized and accurate support, ensuring that customers receive solutions tailored to their unique financial needs – more quickly and conveniently.
Keeping the Human Touch in an AI-Driven World
At Nimble, our mission isn’t just about resolving immediate credit queries – it’s about supporting long-term financial health. That’s why we believe technology should work alongside human empathy and personal engagement.
Through our ongoing investment in progressive AI applications, we aim to consistently better anticipate needs and offer proactive, personalized solutions to help achieve or maintain financial well-being. This approach allows us to keep building stronger, and more personal relationships with our customers – by delivering the right support at the right time.
For our business clients, the benefits go beyond operational efficiency, to helping you deliver a more empathetic experience that ultimately strengthens customer relationships and brand reputation, cost-effectively.
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St Agnes is a public school situated in Woodstock, Cape Town.
Nimble Group actively supports St Agnes Primary School through the Partners for Possibility programme. We dedicate resources to a variety of initiatives aimed at creating an enhanced learning and recreational space, enriched student experience, and optimized day-to-day running of school operations.
Computer room upgrade Our dedicated team of IT technicians has upgraded the school’s IT hardware and software, creating a more user-friendly and modern environment for students and teachers using the computer room daily.
Playground painting and revitalization
Our enthusiastic volunteers devoted their time to painting vibrant murals and interactive games on the walls and paved areas of the playground.
Enriched student experience
Nimble strives to continuously improve the student experience by celebrating academic excellence, sponsoring prize-giving events, and more.
Day-to-day operational support
We also contribute to the school’s operational efficiency by offering administrative support and providing access to Nimble’s HR and Finance functions.
Nimble Group has taken the initiative to establish an Early Childhood Development Centre, which began operating in January 2019 in Woodstock, Cape Town. The centre operates under the guidance of Peak child, and while accessible to the public, primarily serves as a subsidized preschool for the children of Nimble staff.
Peak Child aims to equip children with the best possible foundation for life by providing affordable, high-quality preschools in close proximity to workplaces, catering to the needs of emerging middle-class parents. Since its inception, Peak Child has focused on collaborating with socially responsible employers to support their staff beyond conventional employee benefits.
Peak Child offers comprehensive programmes for children aged 3 months to 5 years. Through partnerships with prominent educational experts and local primary schools they ensure that children transitioning from Peak Child are socially, academically, and physically prepared for admission to any of Cape Town’s leading primary schools. Peak Child currently operates three schools, including Peak Child Nimble.
Nimble has made a significant investment in this project, with plans to replicate this model close to its Johannesburg offices.
The Altius Et Latius Trust is a school education initiative aimed at providing bursaries to historically disadvantaged students, enabling their attendance at top schools in Cape Town.
The primary goal of the trust is to promote equitable access to high-quality public education, fostering lasting transformation. Their objective is to support fifty talented learners in gaining admission to high-performing schools.
Nimble Group continually makes a substantial impact on this crucial initiative by providing essential resources for additional student support, such as tutoring, funding for school events or excursions, sporting equipment and more.
