Beyond the Hype: The Reality of "Dormant Accounts" and the Education Queue

Ethiopia boasts millions of registered financial accounts, but the usage statistics tell a different story. Deep analysis shows that only 3% of the population actively uses mobile money, and fewer than 20% are familiar with ATMs or agents. This "digital literacy crisis" means that for millions of Ethiopians, the bank branch is a classroom, not just a transaction point.

Customers flood branches not to deposit money, but to ask basic questions: "How do I use the app?" "What is my PIN?" "Is my money safe?" If these customers are forced into the same queue as those making deposits, the entire system grinds to a halt.

Bank-Genie’s solution enables Bank of Abyssinia to identify these "education-seekers" at the point of entry. By utilizing a floor-walker or a self-service kiosk, the bank can route these customers to a dedicated "Digital Advisory" desk, keeping the teller lines moving for transactions. This turns a bottleneck into an educational opportunity, helping the bank migrate customers from physical to digital channels effectively.