MTN South Africa integrates AI to enhance call centers
JOHANNESBURG, SOUTH AFRICA — Mobile network operator MTN South Africa is revolutionizing its contact centers by adopting cloud-based artificial intelligence (AI) and machine learning (ML).
According to the firm, they’ve partnered with global consultancy firm Accenture and customer experience provider Genesys for the upgrade.
The move harnesses Genesys’s Cloud CX platform, employing natural language processing for accurate customer query interpretation and machine learning for adaptive enhancements.
MTN emphasizes that this AI framework allows agents to understand customer preferences more deeply, fostering tailored interactions and boosting loyalty.
Nikos Angelopoulos, MTN Group CIO, said their “transition to a cloud-native contact-center-as-a-service solution serves as a cornerstone for reimagining customer care.”
He added that their collaboration with Accenture and Genesys established a scalable system that amplified their agents’ effectiveness and propelled the firm toward growth.
While there are concerns about AI potentially displacing jobs, experts argue that the technology mainly automates repetitive tasks, optimizing agent performance.
Accenture Africa CMT lead Nitesh Singh said they helped MTN make “intelligent decisions, optimizing costs, and adopting robust cloud solutions.”
Genesys’s offerings also encompass AI-driven self-service and advanced analytics. Genesys Account Director for Africa Luisa Coetzee highlighted the shared goal of delivering “tailored experiences for MTN’s diverse clientele.”
