Telecommunications company, 9mobile has announced the launching of a personal digital customer assistant on its network called, Enin. The Artificial Intelligence-enabled chatbot solution would interact with customers by providing virtual assistance to them just as a human would.
Enin’s function: The chatbot reportedly helps customers do various things on the 9mobile network such as airtime purchase, subscription to data plans, presents customers with offers, bonuses, sales, reminders, notifications, recommendations, subscriptions and customer service information.
It is also programmed to help to activate or deactivate services, as well as hand a customer over to a live agent, among other services. This is according to the Acting Director, Customer Care, 9mobile, Ehimare Omoike.
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“Enin is currently available on the 9mobile website, and plans are already underway to extend the service to our social media platforms. This service is a significant New Year incentive for our customers as it provides 24-hour quality service to them. With ‘Enin’, customers not only get their queries resolved promptly, but the icing on the cake is also that the service is not limited by time or physical location,’’ Omoike said.
Why this matters: The launch of the bot would enable the company to give more value to subscribers in terms of customer care service. Omoike said the chatbot solution was introduced to show the telco’s commitment to doing more for Nigerians by giving superior customer experience.
Page Break: “At 9mobile, superior customer experience is a core value that we are deeply committed to at all times. This is why we are continuously innovating to satisfy our customers because they are the reason we are in business. We are delighted to state that we have proceeded from rendering services to providing solutions for Nigerians, and this is a key value for us,” he said.