Pan African mobile network operator Africell, selected Infobip, a global cloud communication company to deploy its Answers chatbot solution at the telco, which it recently completed.
Africell, provides mobile network coverage and related technology services to more than 15 million subscribers across four African markets which include Angola, the Democratic Republic of Congo, Sierra Leone and The Gambia.
Nadia Moati, Group Operations Director at Africell said, “Africell’s fast-growing data customer base has created a need to provide digital services with high quality customer care. It was this need that motivated us to implement a chatbot.”
Moati explained that Infobip’s Answers solution – a chatbot-building platform that enables organisations to build, test and deploy highly-customised chatbots of different types, has presented itself as a mature and proven system for automating and improving interaction with subscribers.
“By deploying the Answers chatbot solution, we will be able to advance our customer engagement strategy and provide contextual support via automated communication,” she said. “The solution will result in time saving related to addressing basic queries and FAQs from customers, without the need to escalate these to the call centre.”
The Artificial Intelligence (AI)-driven chatbot solution is available 24/7 and ensures consistency in terms of the information provided to customers, as well as allowing the mobile operator to measure its customer support centre performance.
“After the successful launch in our key markets, we are now analyzing customer interaction and their comments about the solution to make adjustments as necessary and provide an optimised customer experience”, explained Moati.
Also commenting, Mirza Bukva, Head of Telecom Partnerships Africa at Infobip, said that with the COVID-19 pandemic accelerating digital transformation and impacting the industry heavily, the key to stand out is to identify the market’s needs and develop a solution that will make customer service a seamless journey.
“Through our customer engagement solutions and the launch of the WhatsApp chatbot service, we have enabled Africell to communicate more efficiently with its subscribers and implement the latest trends in customer communications,” concludes Bukva.