9mobile embraces future of work with digital customer service assistant
Jan 21, 2020
Businessday Ng -
..Becomes first telco to deploy AI enabled virtual assistance
9mobile, Nigeria’s fourth largest telecommunications service provider recently launched ‘Enin’, a personal digital customer assistant on its network. This makes 9mobile, the first Nigerian telco to provide virtual assistance to customers through an Artificial Intelligence-enabled chatbot solution. As predicted, new technologies are displacing some traditional jobs, and not only are we seeing transformation in financial services, commerce and transport; but in many other sectors including telecommunications. Chatbots are becoming more popular, and with its rapid adoption, more human customer service representatives/advisers will be displaced from jobs. Ehimare Omoike, acting director, customer care, 9mobile, said ‘Enin’ performs several roles such as airtime purchase, subscription to data plans, presents customers with offers, bonuses, sales, reminders, notifications, recommendations, subscriptions and customer service information. It can also help to activate or deactivate services, as well as hand a customer over to a live agent, among other services. “‘Enin’, is currently available on the 9mobile website, and plans are already underway to extend the service to our social media platforms. This service is a significant New Year incentive for our customers as it provides 24-hour quality service to them. With ‘Enin’, customers not only get their queries resolved promptly, but the icing on the cake is also that the service is not limited by time or physical location,’’ Omoike explained. On how to access ‘Enin’, Omoike disclosed that it is a first contact resolution and can be “accessed directly by clicking the chat bubble on the 9mobile website. Commenting further on the chatbot solution, Omoike stated that superior customer experience is a cornerstone of 9mobile’s operations even as he affirmed the telco’s commitment to doing more for Nigerians in line with its established reputation as the caring network. “At 9mobile, superior customer experience is a core value that we are deeply committed to at all times. This is why we are continuously innovating to satisfy our customers because they are the reason we are in business. We are delighted to state that we have proceeded from rendering services to providing solutions for Nigerians, and this is a key value for us,” he said. Omoike added that 9mobile would not relent in boosting superior customer experience and more innovative solutions are in the offing.