This workshop by KAribuTech AI and Camunda will focus on the innovative integration of Agentic AI and workflow automation to transform the Zimbabwean banking landscape. Agentic AI refers to advanced, autonomous AI systems capable of perceiving, reasoning, and acting proactively to perform tasks with minimal human intervention. These AI systems enhance operational efficiency, deliver personalized customer experiences, and ensure robust regulatory compliance in banking processes.

Participants will delve into practical applications of Agentic AI, such as advanced customer support systems, fraud detection, predictive analytics, and autonomous decision-making in loan processing and compliance. Workflow automation, when integrated with Agentic AI, will be explored as a means to streamline operations, improve accuracy, and reduce costs.

The workshop will address critical challenges, including infrastructure limitations, regulatory considerations, and data security, while emphasizing the significant opportunities for financial inclusion, collaboration with fintechs, and integration with mobile money systems. Through engaging discussions, case studies, and actionable roadmaps, attendees will gain a comprehensive understanding of how Agentic AI can revolutionize banking workflows in Zimbabwe, paving the way for a digitally inclusive and efficient financial ecosystem.

Autonomous agents focus on understanding complex inputs, engaging in reasoning

and planning, using tools reliably, and recovering from errors

Agents begin their work with either a command from, or interactive discussion with,

the human user.

Once the task is clear, agents plan and operate independently or sometimes

collaboratively, potentially returning to the human for further information or

judgement.

Agents can then pause for human feedback at checkpoints or when encountering

blockers.

The task often terminates upon completion, but it’s also common to include

stopping conditions (such as a maximum number of iterations) to maintain control.

In simple terms, agents are just LLMs using tools based on environmental feedback

in a loop and following certain flows as necessary

1. Understanding AgentAI in Banking:

Definition: Use of AI-driven virtual assistants and tools to perform banking tasks such as customer queries, transaction assistance, and fraud detection.

Capabilities:

Customer support (chatbots, IVRs)

Proactive alerts (loan repayments, account updates)

Predictive analytics for personalized services.

Use Cases in Zimbabwe:

Supporting mobile banking penetration.

Enhancing customer service in underserved rural areas.

2. Workflow Automation in Banking:

Definition: Use of software to create, execute, and automate workflows, reducing manual interventions.

4. Challenges in Implementation:

Regulatory Barriers: Navigating banking laws and compliance requirements.

Data Privacy and Security: Ensuring robust systems to protect sensitive customer data.

Infrastructure Gaps: Limited access to high-speed internet in rural areas.

Cost Constraints: High upfront costs of implementation for smaller banks.

5. Opportunities for Zimbabwe:

Customer Reach: Use AI and workflows to extend banking to the unbanked population.

Financial Inclusion: Enabling SMEs and individual customers to access financial services easily.

Enhanced Compliance: Supporting banks with advanced AML/KYC workflows.

Collaboration with Mobile Networks: Seamless integration with mobile money platforms.

6. Tools and Technologies Explored:

AgentAI Platforms: Microsoft Azure AI, IBM Watson Assistant, Google Dialogflow.

Workflow Automation Tools: IBM BPM, Microsoft Power Automate, UiPath.

Local Relevance: Adapting global tools for Zimbabwe's unique challenges.

7. Recommendations for Zimbabwean Banks:

Start small by piloting workflows for high-impact processes like KYC or loan processing.

Partner with fintechs for cost-effective AI deployments.

Train staff on AI tools and foster a culture of innovation.

Focus on customer-centric AI designs, emphasizing language and cultural relevance.