MTN Group is partnering with Accenture and Genesys to improve customer service. They plan to make customer care better for MTN subscribers by using cloud-based software and advanced AI. MTN will use the Genesys Cloud CX platform, with support from Accenture.
The Genesys platform uses natural language processing to understand customer questions better. It also uses machine learning to get better over time. Together, they give MTN real-time information and data to help its agents make better decisions.
The platform’s AI-based analytics help agents understand what customers like and how they behave. This means agents can give more personalized help. This makes customers happier and more loyal, which sets a new standard for telecom companies, according to MTN.
In the last year, MTN Operating Companies in several countries, such as South Africa, Nigeria, and Uganda, have started using the Genesys Cloud CX platform. In South Africa alone, calls have gone down by 40 percent compared to the previous year. This shows that the initiative is helping MTN do better, according to the company.