Infobip, a global cloud communications company, recently implemented its Answers chatbot solution in Africell, one of the leading groups of mobile telecom operators in Africa.
Os chatbots are software that are based on the use of artificial intelligence to promote conversations and help solve problems🇧🇷 It is useful for interactions that arise from simple problems and recurring questions.
Africell is a mobile network operator providing mobile network coverage and related technology services to over 15 million subscribers. The company operates in four African countries: Angola, Democratic Republic of Congo, Serra Leoa e Gâmbia.
According to Nadia Moati, Director of Group Operations at Africell, the operator offers a mix of voice and SMS products, data services and the mobile money platform Afrimoney.
"Africell's rapidly growing data customer base has created a need to provide digital services with high quality customer service. It was this need that motivated us to implement a chatbot”, says Moati.
BUT: Lack of roaming hinders Africell's expansion in other provinces
She explains that Infobip's Answers solution – a chatbot creation platform that allows organizations to build, test and deploy highly customized chatbots of different types has proven to be a mature and proven system to automate and improve interaction with subscribers.
"By deploying the Answers chatbot solution, we will be able to advance our customer engagement strategy and provide contextual support through automated communication. The solution will result in time savings related to answering basic doubts and frequently asked questions from customers, without the need to forward them to the call center”, adds Moati.
In addition, the Artificial Intelligence (AI) driven chatbot solution is available 24/7 and ensures consistency in the information provided to customers, as well as allowing the mobile operator to evaluate the performance of its support center to the client.
"After the successful launch in our key markets, we are now analyzing customer interaction and feedback on the solution to make necessary adjustments and provide an optimized customer experience.”, explains Moati.
"The integration process between the Answers chatbot solution and the different Africell network nodes was smooth and professional. Judging by the ease of the integration process, the interface appears to be really user-friendly.", she says.
Mirza Bukva, Head of Telecom Partnerships Africa at Infobip, says that with the COVID-19 pandemic accelerating digital transformation and heavily impacting the sector, the key to standing out is identifying market needs and developing a solution that makes customer service customer a journey.
“Through our customer engagement solutions and the launch of the WhatsApp chatbot service, we enable Africell to communicate more efficiently with its subscribers and implement the latest trends in customer communication. It is an honor to partner with Africell across its four operating companies and I am sure this will lead to immediate improvements and greater customer satisfaction,” says Bukva.
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