Agents
Agents are formally employed by service providers to help users onboard and access digital financial services (DFS). Each agent’s journey is unique, shaped by their individual motivations, challenges, and working styles. Despite these differences, agents play a crucial role in bridging the gap between digital platforms and users, especially in communities where digital literacy or infrastructure may be limited. By offering face-to-face support, agents make it easier for people to navigate and benefit from DFS, thereby connecting the digital and physical realms of financial services.
