04 October 2023
MTN Group has expanded a collaboration with Genesys and Accenture to improve customer experience through the adoption of cloud-native solutions and advanced AI capabilities.
MTN will now deploy Genesys Cloud CX platform for thousands of agents across its markets, with the machine learning (ML) technology helping understand customer queries more intuitively and generating real-time analytics.
The MNO started to use the platform in select countries over the past year, including in home market South Africa, Nigeria, and Uganda. Adoption in South Africa had already resulted in a 40% year-on-year reduction in call volume from subscribers. MTN claims AI analytics will further enhance customer service by offering highly personalised solutions, assisting agents to better understand behaviours and preferences. This enables agents to tailor interactions according to the needs of each subscriber.
