easypaisa digital bank has launched an AI-powered in-app chatbot named “ello,” representing a significant step forward in enhancing digital financial services for millions of Pakistanis. The chatbot, designed to provide instant support and seamless self-service, integrates directly into the easypaisa app, offering users a convenient way to access banking services anytime, anywhere. Activation is simple: users log in to the app and gently shake their phone to summon the friendly chatbot instantly.
Through ello, customers can explore a Product Knowledge Hub offering comprehensive information on easypaisa products, as well as a Help Center with human-like guidance for navigating app features. By combining conversational AI with essential banking services, ello reduces response times, empowers users with greater control over their transactions, and ensures secure, round-the-clock assistance. The initiative reflects easypaisa’s ongoing investment in artificial intelligence to improve customer experience and advance financial inclusion across Pakistan.
Farhan Hassan, Chief Digital Officer at easypaisa digital bank, stated that the chatbot aligns with the bank’s mission to make digital financial services simple, accessible, and inclusive. “ello helps us deploy AI within operations to deliver instant support, streamline everyday digital banking, and enhance customer experience at scale,” he said. The chatbot was developed using the Ant International GenAI Cockpit, an AI-as-a-Service platform designed for fintechs, leveraging Ant International’s domain expertise in financial services. Jiang-Ming Yang, Chief Innovation Officer of Ant International, highlighted that ello marks a critical first step in supporting easypaisa’s AI transformation journey to deliver innovative and inclusive financial services.
With a customer base representing one in every five Pakistanis, a 31% female user base, and over 4.5 billion transactions processed in 2025 valued at more than PKR 15 trillion, easypaisa continues to reinforce its position as a pioneer in Pakistan digital banking. The introduction of ello sets a new benchmark for customer engagement, offering AI-powered assistance that will support users across a wide range of financial services, while strengthening the bank’s commitment to technological innovation and financial empowerment nationwide.
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