Islamabad: easypaisa digital bank has rolled out an AI-powered in-app chatbot, “ello,” aimed at improving customer support and simplifying access to digital financial services for millions of users across Pakistan.
Integrated directly within the easypaisa mobile application, ello provides instant, automated assistance to customers. Users can activate the chatbot by logging into the app and shaking their phone, prompting the virtual assistant to appear and guide them through various services.
The chatbot offers a centralized Product Knowledge Hub, enabling users to explore detailed information about easypaisa’s offerings. It also features a Help Center with intelligent redirection, allowing customers to navigate different services through conversational prompts, reducing the need for manual searches within the app.
According to Farhan Hassan, Chief Digital Officer at easypaisa digital bank, the launch reflects the bank’s ongoing focus on innovation and accessibility. He stated that embedding artificial intelligence into everyday banking operations will help deliver faster support, streamline digital interactions, and improve overall user experience.
The chatbot was developed using the Ant International GenAI Cockpit, an AI-as-a-Service platform tailored for fintech companies. Jiang-Ming Yang, Chief Innovation Officer at Ant International, said the collaboration demonstrates how AI capabilities can support financial institutions in enhancing operational efficiency and delivering inclusive services.
With a customer base representing nearly one in five Pakistanis and a 31 percent female user share, easypaisa processed over 4.5 billion transactions in 2025, valued at more than PKR 15 trillion, equivalent to around 13 percent of Pakistan’s GDP.
The introduction of ello marks another step in easypaisa’s broader digital transformation strategy, as the bank continues to expand AI-driven services within Pakistan’s growing fintech ecosystem.
