Article: Lonwabo Mtyeku | GP News Media – Community Newsroom Pictures: Supplied
17 November 2025 – Johannesburg
FNB, one of South Africa’s most innovative digital banking leaders, has announced the phased rollout of two new customer engagement platforms — NAVi, an intelligent virtual assistant on the FNB App, and WhatsApp, a secure communication and educational channel designed to meet customers where they are. The dual introduction marks a significant evolution in how the bank streamlines access, support and financial literacy for millions of customers.
The new platforms form part of FNB’s broader commitment to enhancing customer experience across its digital ecosystem, offering secure, intuitive and convenient pathways for everyday banking and financial support.
A Smarter, More Human Digital Assistant
Speaking on the launch, Johan Maree, CEO of FNB Nav, said:
“We have always been about providing simple, easy and effective solutions for our customers. The phased introduction of NAVi and WhatsApp continues this approach, delivering secure, easy and relevant services in formats that our customers are already comfortable with. NAVi is not just a chatbot — it’s a multi-agent, intelligent virtual assistant designed to enhance our customers’ experience and streamline operations across multiple digital channels.”
NAVi is integrated into Secure Chat via the FNB App, offering instant guidance and support. Among its growing capabilities are:
- Real-time fraud reporting and tracking
- Ordering replacement cards
- Disputing debit orders
- Predefined responses for fast, accurate support
- Intelligent query routing to assist human advisors
- Live updates that help customers receive answers faster
By automating high-volume queries, NAVi frees up advisors to focus on complex customer needs while offering users instant, secure responses within the app environment they trust.
WhatsApp: Banking Support in South Africa’s Most Familiar Space
Alongside NAVi, FNB has begun piloting WhatsApp as a verified, secure communication channel — one that aligns with how millions of South Africans already communicate daily.
In its phased rollout, customers will receive:
- Verified, secure FNB messages to help prevent fraud
- Clear, accessible educational content on pricing, fees and financial wellness
- Timely money-management tips and guidance
Maree emphasised the significance of the platform:
“WhatsApp has become so prevalent that it makes sense to explore the opportunities it offers to make banking even more inclusive and personal. We’re not just adding another service channel — we’re creating more engaging and educational discussions that help customers feel supported and confident at every step of their financial journey.”
With festive-season scams on the rise, FNB is placing strong emphasis on fraud awareness prior to the full WhatsApp service launch, helping customers distinguish legitimate FNB messages from scams.
Verified, Safe and Customer-Centric
To ensure customer safety, FNB encourages users to verify the WhatsApp number using the following cues:
- Look for the blue verified badge
- Ensure the number matches the official listing on FNB’s website or app
- Review the business profile for correct branding and description
- Be aware of red flags such as requests for passwords, PINs or OTPs
- When uncertain, verify via www.fnb.co.za or call the FNB contact centre
A Future-Fit Digital Banking Experience
WhatsApp and NAVi will complement FNB’s existing digital platforms — such as the FNB App and Cellphone Banking — while enabling more personalised, accessible and secure interactions. In time, WhatsApp will evolve into a more interactive and conversational banking channel, further expanding the bank’s footprint across everyday technology.
“By expanding our digital channels with NAVi and WhatsApp, we’re not only improving accessibility, but we’re also creating smarter, more secure and efficient ways for customers to engage with us,” Maree added.
With this rollout, FNB continues to strengthen its position as a leader in digitally driven banking — one committed to empowering customers with tools that simplify, educate and protect.
