Africell, a leading African mobile operator group, has implemented the Answers chatbot solution from cloud communication company Infobip.
Infobip’s Answers solution is a chatbot-building platform that enables organisations to build, test and deploy highly customised chatbots for automating and improving interaction with subscribers.
It is available 24/7 and ensures consistency in terms of the information provided to customers, as well as allowing the mobile operator to measure its customer support centre performance.
Nadia Moati, Group Operations Director at Africell, which provides a mix of voice and SMS products, data services, and a mobile money platform, says: “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.”
She continued: “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.”
Africell is a mobile network operator providing mobile network coverage and related technology services to more than 15 million subscribers. The company has a presence in four African countries: the Democratic Republic of Congo, Sierra Leone, The Gambia and, most recently, Angola.
Infobip describes itself as a global leader in omnichannel communication. Its programmable communications platform delivers a suite of tools for advanced customer engagement and support, plus security and authentication.