MTN Transforms Customer Experience with AI-Powered Cloud-Based Platform

Editorial Desk
By Editorial Desk 2 Min Read

MTN is revolutionizing its customer experience by implementing a cutting-edge cloud-based platform infused with artificial intelligence (AI).

The new platform, which was developed in partnership with Accenture and Genesys, is already being rolled out in several countries across the continent.

The platform uses AI to understand customer queries more intuitively and to provide real-time insights and analytics that help agents to resolve issues more quickly. It also allows agents to personalize interactions with customers based on their individual needs.

MTN says that the new platform will help it to deliver a “seamless experience across multiple touchpoints,” and that it will “go beyond resolving queries to becoming a trusted partner in our customers’ digital journeys.”

The company says that the platform has already yielded significant results in South Africa, where it has resulted in a 40% year-on-year reduction in call volume.

“This initiative is a testament to our resolve to adapt and grow with our customers, proactively meeting their ever-changing needs,” says Enzo Scarcella, MTN’s Group Chief Consumer Officer.

MTN is not the only telecommunications company that is investing in AI-powered customer service solutions. In recent years, a number of companies have launched new platforms that use AI to provide a more personalized and efficient service.

These platforms are seen as a way to improve customer satisfaction and loyalty, and to reduce costs.

As the telecommunications industry continues to evolve, it is likely that we will see more and more companies investing in AI-powered customer service solutions.

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