- Zambia has just introduced its first AI-powered customer service agent, “Call Natasha,” created through a partnership between MTN Zambia and blackNgreen, a mobile tech products company. This smart assistant is designed to provide users with instant access to a range of information, from financial literacy tips to international news and general inquiries.
- By reducing wait times and offering precise, tailored responses, "Call Natasha" is set to enhance the efficiency of customer support. This move is part of Zambia’s ongoing push for digital transformation, helping promote AI adoption across businesses and communication channels.
This marks a major milestone in the region’s growing embrace of artificial intelligence, signalling how AI technology can bridge gaps in accessibility and efficiency for businesses and consumers alike.
The introduction of AI into everyday business processes is gaining traction across Africa. Countries like Nigeria, Kenya, and South Africa have seen increasing AI integration in fintech, healthcare, and customer service.
Zambia’s "Call Natasha" launch reflects the country’s commitment to catching up with these digital trends, ensuring that AI-driven communication tools become more accessible to the wider population.
With the rapid expansion of mobile and internet penetration across Africa, AI-powered solutions like "Call Natasha" have the potential to bridge digital divides. MTN Zambia's involvement in the project highlights how telecom companies play a crucial role in bringing these technologies to emerging markets, ensuring widespread access to AI-driven customer support.
The backbone of "Call Natasha" is EVA, a sophisticated conversational AI platform that personalises interactions based on user behaviour and needs. EVA has been deployed in several industries globally, enabling businesses to offer seamless, automated customer service experiences.
EVA’s AI models continuously learn from interactions, improving response accuracy over time. This ensures that users receive relevant and updated information with each conversation, making AI-driven customer support a viable alternative to traditional call centres. By leveraging EVA’s technology, "Call Natasha" can handle multiple inquiries simultaneously, significantly improving response times and efficiency.
The Zambian government has been actively working to promote digital solutions that drive economic growth and innovation. AI-based initiatives like "Call Natasha" align with the country’s vision of enhancing technological adoption in various sectors, including customer service, banking, and telecommunications.
Techpoint Africa has previously reported on Zambia's digital strides, including mobile banking expansion and government-backed initiatives. With more businesses integrating AI-powered tools, Zambia positions itself at the forefront of AI adoption in Sub-Saharan Africa.
As AI adoption grows in Africa, its applications in customer service, fintech, and public services are expected to expand. Nigeria recently unveiled its own AI-powered “Service-wise GPT” to ensure efficient government policy drafting and workflow.
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The success of "Call Natasha" could pave the way for broader AI applications, from automating business processes to improving access to essential services across the continent.