FNB has introduced a significant upgrade to its Navi virtual assistant platform, embedding artificial intelligence more deeply into advisor workflows as part of a broader strategy to enhance real-time customer service and strengthen what the bank calls advisor-led banking.
The move comes as South Africa’s major retail banks compete to differentiate their digital offerings beyond basic automation. According to industry data from the South African Reserve Bank, digitally active banking customers now exceed 23 million, with expectations for personalised, human-backed digital support rising sharply.
Navi was initially launched on the FNB banking app in late 2025 as a virtual assistant focused on everyday banking tasks.
The latest evolution moves beyond traditional self-service tools, introducing an integrated model where AI supports human advisors during live customer interactions rather than replacing them. FNB said the system is designed to produce faster, more consistent and intuitive outcomes while retaining human judgement at the core of decision-making.
Johan Maree, chief executive of FNB Nav, described the upgrade as an important milestone in how the bank supports customers through embedded AI. He said the bank’s focus remains on equipping advisors with intelligent tools that remove friction, improve consistency and enable meaningful advice to be delivered at scale, in a manner that is helpful and responsible.
Rather than attempting to automate advice, FNB explained that Navi strengthens human expertise by equipping advisors with real-time intelligence and contextual insights during live customer conversations. The system can help an employee quickly access information directly relevant to a customer’s immediate needs. The bank added that guided next-best-action prompts will be introduced in the near future.
Eric Enslin, chief executive of FNB Private Banking and Advisory, noted that as customers’ financial needs become more complex, the demands placed on advisors continue to increase. He said that to meet those expectations consistently, advisors need systems that actively support them in real time rather than slowing them down. Enslin described Navi as providing a critical layer of support by delivering relevant insights, context and guidance directly into the flow of conversation. This approach, he explained, allows advisors to spend less time navigating internal systems and more time applying judgement, building trust and delivering high-quality, personalised advice.
FNB reiterated that responsible and ethical AI adoption remains central to its approach. The bank said Navi includes built-in guardrails to ensure compliant, safe and transparent use of AI, with human accountability firmly maintained in every customer interaction. The bank believes this dual focus on technology and accountability helps build confidence among both customers and advisors in how AI is applied.
Industry analysts have noted that FNB’s strategy reflects a broader shift among incumbent banks globally, which are increasingly using AI to augment rather than replace human roles. A recent report by the banking research firm Celsior noted that advisor-assisted digital channels are showing higher customer retention rates compared with fully automated alternatives, particularly in markets like South Africa where income inequality and financial complexity demand tailored advice.
Maree concluded that Navi ultimately reflects the type of bank FNB is building, one where technology operates quietly in the background to make human interactions more meaningful, consistent and impactful. The bank has not disclosed specific performance metrics for Navi since the upgrade but indicated that early internal reviews point to improved advisor efficiency and customer response times.