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Facts / August 30, 2019

[:en]There is no denying the fact that customer service is often a problem for African businesses. In a world where an always-on approach is expected, it can be more than challenging to keep up with customer demands and questions. The good news is that all of this is set to change forever, thanks to the breakthrough and continual advancement of AI, otherwise known as Artificial Intelligence.

Below, we take a look at how AI can help to boost customer satisfaction and ease the strain on Africans business owners when it comes to keeping customers happy and coming back for more!


Chatbots are some of the most popular forms of AI. This is true in part because they are relatively straightforward to implement and because it is easy to measure their ROI. Chatbots are essentially programmed to help customers find answers to their questions quickly, efficiently and, most importantly, without a need to make further contact for help. Evidence of the fact that chatbots are making a difference within your business can be seen in fewer calls made to your call centre, for example. Ultimately, if customers are able to get hold of the information that they need without having to wait for it, they will leave feeling much more satisfied and a lot more likely to utilise your products/services again in the future.

Real-time offers

Artificial intelligence is often able to collect important data regarding not only your customers themselves, but also regarding their online behaviour. This information can prove invaluable when it comes to upselling and making offers of the right kind at the right time. A great example of this particular type of AI is TOBi – Vodafone’s customer service chatbot launched in July 2017 to assist in the purchase of SIM only plans tailored to each unique customer’s needs.

Holding on to customers

Before the introduction of AI within the realm of customer service, the most important factor that influenced which company a customer would choose to do business with was that of affordability. If a company offered them a better price, it was almost inevitable that they would move in that direction. Nowadays, customer experience is taking over. Customers are looking to do business with brands that really go out of their way to prove that they care about their needs, as well as brands that have been humanised and are easy to relate to. While price will always play a part, it is certainly not the be all and end all any longer. Luckily, AI is the ultimate tool when it comes to impressing customers and making them feel cared for.

Keeping customers in the loop

Despite business owners’ best efforts to provide customers with the very best, slips and challenges are inevitable and are practically impossible to avoid completely. In these instances, the next best thing is to be able to keep your customers in the loop with timeous updates as you endeavour to rectify the situation. Artificial intelligence can help with that. There are now special AI programmes that have been especially designed to detect network anomalies and maintenance and that will immediately notify customers of this. Ultimately, this will help to reduce customer frustration and will reduce incoming calls to your call centre substantially, making it easier for you to get things back up and running again at optimal levels faster and more efficiently.

AI is here and it is here to completely change the game. It is now up to you to use it to your advantage!

Contact AFR-IX Telecom today for more information on how AI and technology can help to boost your business.[:]