MTN South Africa is intensifying its artificial intelligence (AI) strategy to boost efficiency, enhance revenues, and improve both customer and employee experiences.
The company has implemented AI solutions in multiple business operations such as customer value management, network operations, and customer service. These implementations aim to refine user experience and reduce expenses.
In line with the current era marked by data-driven strategies and digital transformation, the company’s vision is to become an API- and AI-led entity to promote a culture of AI adoption within South Africa.
The anticipation for the upcoming year to be a significant one for AI is high, as many companies are expected to integrate their AI applications across different business sections, as projected by global research firm Omdia.
MTN SA’s CEO, Charles Molapisi, believes that leveraging the mobile network operator’s data to its fullest extent can unveil new sources of revenue and enhance margins through intelligent automation.
By harnessing the power of AI and APIs, we are not only future-proofing our operations, but ensuring our customers can look forward to a more streamlined, efficient and data-driven experience.
Technologies incorporated throughout MTN SA’s operations encompass machine learning, digital assistants, and robotic process automation. Furthermore, the company provides access to AI APIs, empowering developers to integrate AI functionalities into their applications.
Bloomberg Intelligence suggests that the surging demand for generative AI and AI services could potentially expand the market from $40 billion to a staggering $1.3 trillion over the coming decade.
MTN’s CEO, Molapisi, emphasized that the company’s AI strategy is an extension of the programs earlier rolled out across its operations.
In the last year, the company has upgraded its call centers throughout Africa, infusing cloud-based AI and machine learning capabilities to elevate the customer experience.
The telecommunications company also plans to provide AI-as-a-service and conceptualize AI solutions that align with core business offerings and address enterprise requirements.
As a preliminary step, MTN launched SiYa, its internal AI-driven chatbot designed to assist employees. SiYa aids in handling inquiries, providing information about company policies, and sharing insights from MTN’s knowledge base.
The company articulates that the insights derived from SiYa’s interactions will be crucial in shaping the future of customer engagement at MTN.
“SiYa’s growth doesn’t stop with employees; he evolves in tandem with the learning and development of the chatbot. This progression will eventually enable SiYa to guide customers in making device purchases and seamlessly collaborate with human advisors, marking a significant departure from conventional processes,” concludes Molapisi.
