When I&M Bank Rwanda set out to make digital banking more accessible, it partnered with Pindo, a Voice AI company, to launch Rwanda’s first Kinyarwanda Voice AI Agent for banking. The solution allows customers to interact with the bank through natural voice conversations in Kinyarwanda and English, offering a simpler way to access digital services. The Voice AI Agent was first introduced as part of I&M Bank’s “Tsinda na Banki Muhorana” campaign, also known as “Transact and Win,” where customers registered for the promotion through a simple phone call. While the campaign marked the technology’s first use, the partnership represents a broader step towards more accessible and inclusive banking. Pindo’s Voice AI platform enables customers to speak naturally over an ordinary phone call instead of relying on mobile apps or text-heavy interfaces. By allowing customers to interact in their preferred language, the technology makes digital services easier for a wider range of users. David Marc Munyanziza, Head of Digital Experience at I&M Bank Rwanda, said the partnership reflects the bank’s commitment to improving customer experience through practical innovation. “We are continuously looking for better ways to serve our customers. Voice AI introduces a simple and natural way for people to interact with the bank while supporting our broader digital transformation strategy,” he said. For Pindo, the collaboration advances its mission to make essential services easier to access through Voice AI. The company develops AI-powered voice solutions for banks, insurers and utility providers, enabling customers to complete tasks over ordinary phone calls in local languages. Pindo’s Kinyarwanda automatic speech recognition model has achieved a word error rate of approximately 6 per cent, allowing Voice AI Agents to understand natural conversations with a high level of accuracy. It is built specifically for African languages and local contexts, allowing institutions to deliver digital services that feel familiar and accessible. While the partnership began with a campaign, both organisations see wider opportunities for Voice AI. “Future applications could include customer support, account enquiries, self-service banking and other everyday interactions, helping customers access services more quickly while reducing pressure on traditional support channels,” says Remy Muhire, Co-founder and CEO of Pindo. The collaboration highlights how partnerships between financial institutions and local technology companies can drive meaningful innovation. By combining I&M Bank’s focus on customer experience with Pindo’s expertise in Voice AI, the two organisations have introduced a new approach to digital banking; one that is simpler, more inclusive and built around the way Rwandans naturally communicate.
