Infobip, a Global Cloud Communication Firm Unveils Chatbot Solution at Mobile Operator Africell
One of the top mobile telco operator groups in Africa, Africell, just adopted Infobip’s Answers chatbot service.
Infobip is a global cloud communications firm.
More than 15 million users receive mobile network coverage and related technology services from Africell, a mobile network operator. Angola, the Democratic Republic of the Congo, Sierra Leone, and The Gambia are the four African nations where the business is active.
Africell’s Group Operations Director, Nadia Moati, claims that the company offers a variety of voice and SMS packages, data services, and the Afrimoney mobile payment platform.
“Africell’s rapidly expanding data customer base has produced a need for high-quality customer support for digital services. We decided to use a chatbot because of this need, said Moati.
She notes that the Infobip Answers solution has established itself as a mature and tested system for automating and enhancing engagement with subscribers. It is a chatbot-building platform that enables businesses to design, test, and deploy highly-custom chatbots of various types.
We will be able to develop our customer engagement strategy and offer contextual support via automated dialogue by implementing the Answers chatbot solution. Without having to escalate simple customer inquiries and FAQs to the call center, the solution will save time in this area, says Moati.
Additionally, the AI-powered chatbot solution assures consistency in the information offered to consumers and is accessible around-the-clock. It also enables the mobile operator to assess the effectiveness of its customer care center.
After the solution’s successful launch in our key regions, Moati says, “we are now studying customer contact and their feedback about the solution to make adjustments as needed and give an optimized customer experience.”
“The integration of the Answers chatbot system with the various Africell network nodes was seamless and expert. The UI seems to be incredibly user-friendly based on how simple the onboarding process was, she says.
The COVID-19 pandemic is accelerating digital transformation and having a significant impact on the industry, according to Mirza Bukva, Head of Telecom Partnerships Africa at Infobip. As a result, Bukva says that the key to standing out is to identify market needs and develop a solution that will make providing customer service seamless.
“We have given Africell the ability to contact with its users more effectively and implement the newest customer communications trends through the introduction of the WhatsApp chatbot service and our customer engagement solutions. It is a privilege to collaborate with Africell across their four operating company footprints, and I have no doubt that this will result in rapid improvements and higher levels of client satisfaction, adds Bukva.
