Infobip recently disclosed that they recently implemented its answers chatbot solution at Africell.
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.
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 the need to escalate these to the call centre.
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.
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.
Nadia Moati, Group Operations Director, Africell
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.
Mirza Bukva, Head of Telecom Partnerships Africa, Infobip
