Policy Title: Powered Digital Customer Service & Support Policy:

Issuance Date: June 2026 (under approval) 

The institution adopts AI-powered customer service to improve responsiveness, efficiency, and user satisfaction while maintaining ethical standards and transparency.

Policy Statement: 

• Automation: Use AI chatbots and virtual assistants for routine inquiries.
• Personalization: Apply AI analytics to deliver tailored support.
• Data Governance: Protect customer data with strict privacy and security compliance.
• Human Oversight: Ensure complex cases are handled by human staff.
• Transparency: Clearly inform customers when interacting with AI systems.
• Continuous Improvement: Regularly monitor AI performance and integrate feedback.