Artificial intelligence increases contact agent productivity.
MTN South Africa’s customer experience has been enhanced across its contact centers with the addition of cloud-based artificial intelligence (AI) and machine learning (ML) capabilities.
MTN collaborated with global consulting firm Accenture and customer experience solutions provider Genesys on the upgrade, according to a statement.
Genesys offers a Cloud CX platform that incorporates natural language processing to more intuitively understand customer queries and ML algorithms to adapt and improve over time.
According to MTN, the platform's AI-driven analytics enable MTN's thousands of agents to understand customer behavior and preferences and tailor responses to individual needs, increasing customer satisfaction and loyalty. will improve.
Over the past year, MTN operators in several countries have migrated to the Genesis platform, including South Africa, Nigeria, and Uganda.
“As we navigate the complexities of the digital world, the move to cloud-native contact center solutions as a service serves as the foundation for reimagining customer care,” said MTN Group CIO Nikos Angelopoulos.
“Working with Accenture and Genesys has created a scalable and adaptable solution that enables agents to better serve their customers, leading to long-term growth and operational efficiency.”
Contact center workers in South Africa fear their jobs will be taken over by AI and generative AI, but industry experts have previously told ITWeb that these emerging technologies can improve efficiency by automating repetitive tasks. , said it will add value by increasing agent productivity and transforming customer contact operations functions.
Accenture Africa CMT Lead Nitesh Singh commented: “We are proud to partner with MTN to leverage our technology and business capabilities through the Genesys platform to reimagine customer service delivery.
“We have helped MTN Group create value through intelligent decision-making in a competitive business environment by optimizing costs and building resilient and resilient cloud technology. ”
The solution enables omnichannel interactions and AI-powered self-service, voice, digital, and workforce analytics.
“Genesys is pleased to partner with MTN Group on its customer experience transformation efforts. We will work with a variety of carriers to tailor personalized and empathetic experiences to the unique needs of our customers.” said Luisa Coetzee, account director for Africa at Genesis.
