Africell, one of the mobile telecom operator groups in Africa has adduced reasons why it decided to deploy Infobip’s Answers chatbot solution.
According to Nadia Moati, Group Operations Director at Africell, the Infobip’s Answers chatbot solution will help Africell to provide fast and reliable mobile network coverage and related technology services to more than 15 million subscribers in four African countries of Angola, the Democratic Republic of Congo, Sierra Leone and The Gambia.
“By deploying the Answers chatbot solution, we will be able to advance our customer engagement strategy and provide contextual support via automated communication. The solution will result in time-saving related to addressing basic queries and FAQs from customers, without needing to escalate these to the call centre,” says Moati.
She explains that Infobip’s Answers solution – a chatbot-building platform that enables organisations to build, test and deploy highly-customized chatbots of different types has presented itself as a mature and proven system for automating and improving interaction with subscribers.
In addition, the Artificial Intelligence (AI)-driven chatbot solution is available 24/7 and ensures consistency in terms of the information provided to customers, 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,” added Moati.
She disclosed that the integration process between the Answers chatbot solution and Africell’s different network nodes was smooth and professional, judging from the ease of the onboarding process, the interface appears to be really user-friendly.
Also commenting, Mirza Bukva, Head of Telecom Partnerships Africa at Infobip, argued that with the COVID-19 pandemic accelerating digital transformation and impacting the industry heavily, the key to standing 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. It’s an honour to partner with Africell across their four operating company footprints and I am certain this will lead to immediate improvements and increased customer satisfaction,” said Bukva.
Africell is a fast-growing mobile network operator with a pan-African footprint, providing fast and reliable mobile network coverage and related technology services to more than 15 million subscribers. The company operates in four African countries: Angola, the Democratic Republic of Congo, Sierra Leone and The Gambia.
