easypaisa has launched an AI-powered in-app chatbot, ‘ello’, aiming to deliver faster, smarter, and more accessible customer support to millions of users across Pakistan.

The chatbot, now live within the easypaisa app, reflects the digital bank’s push to deploy artificial intelligence to improve customer experience and advance financial inclusion. Users can activate ello by logging into the app and gently shaking their phone, triggering instant assistance.

Through conversational AI, ello provides round-the-clock self-service, including a product knowledge hub for information on easypaisa offerings and a help centre that guides users across features through human-like interactions.

Farhan Hassan, chief digital officer at easypaisa, said the launch would help simplify everyday digital banking by offering instant support at scale, while giving customers greater control and reduced wait times.

The chatbot was developed using the GenAI Cockpit platform of Ant International, an AI-as-a-Service solution designed for fintech firms. Ant International’s chief innovation officer Jiang-Ming Yang said the launch marked a key step in supporting easypaisa’s AI transformation and broader innovation agenda.

With millions of active users, easypaisa said ello would also evolve into a broader AI-driven financial assistant. The bank currently serves one in five Pakistanis, with women accounting for 31% of its customer base. In 2025, it processed more than 4.5 billion transactions worth over Rs15 trillion, equivalent to about 13% of Pakistan’s GDP.

The introduction of ello reinforces easypaisa’s position at the forefront of digital banking innovation in Pakistan, the company said.