MTN Deploys AI to Drive Revenue Stream
The company recently launched SiYa, an AI-driven chatbot, utilising the full potential of MTN’s data to unlock the sources of revenue while improving margins through smart automation.
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MTN South Africa ramped up its artificial intelligence (AI) strategy to drive efficiency and core revenue growth while enhancing customer and employee experiences.
The mobile network operator said it has deployed AI solutions across various business functions, including customer value management operations, network operations and customer service to improve user experience and reduce costs.
“Utilising the full potential of MTN’s data will unlock new sources of revenue, while improving margins through smart 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,” said MTN SA CEO Charles Molapisi.
Technologies integrated across its MTN SA operations include machine learning, digital assistants, robotic process automation and providing access to AI APIs to enable developers to integrate AI features into applications.
The telco said that it is also looking to offer AI-as-a-service and develop AI solutions that complement core business offerings that cater to enterprise needs.
The company recently launched SiYa, its internal, employee AI-driven chatbot to assist MTN employees with supportive functions, including inquiries, offering information on company policies, and sharing insights from MTN’s knowledge base. The knowledge gained from SiYa’s interactions will be instrumental in guiding the future of customer engagement.
“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,” added Molapisi.
