Chatbots Arrive in Africa to Automate Services

Businesses are slowly introducing chatbots in Africa, as more local users opt for mobile interactions through social media. At the end of 2015, 46 percent of the African population subscribed to mobile services, which is equivalent to more than half a billion people; interestingly, this percentage is expected to increase to 54 percent in 2020.  With such a growing use of smartphones, a chatbot revolution in Africa is not very far away.

The Chatbot Revolution

For starters — a chatbot simulates human conversation and are interactive. Using Artificial Intelligence (AI), a chatbot is supported across different messaging platforms including Twitter and Facebook. Here are three chatbots in Africa automate services that are convenient and available 24/7 to users.

1. Leo

Recently, the United Bank of Africa (UBA), the Nigerian multinational financial institution, hired Leo — a chatbot. At the launch, Leo displayed a unique way of how bank customers could use social media platforms to carry out their banking activities.  UBA’s chat banker is a Facebook bot, something which the company says is “necessary in today’s fast-paced world with demands for quick-time transactions.” Customers will be able to carry out basic banking facilities like opening a new bank account, checking balances, transferring funds and receiving instant alerts. Additionally, customers will be able to pay bills, get answers to loan queries and applications and check balance statements.

2. Nuru

Nuru is created by UXstudio, a Budapest-based Hungarian start-up, and currently is available to users in Kenya and Ghana. This AI chatbot assists users in matters relating to agriculture, classified ads, finances and healthcare.  African farmers looking to sell can use Nuru to set prices. The chatbot automatically configures a price based on the type and the amount they have. The activation of the deal can only occur once the farmers are satisfied. Once activated, the buyers can reach out to the farmers through message or phone call.  For mobile money transactions, users in Kenya heavily rely on mPesa.  Nuru integrates the transaction through Messenger — the chatbot asks for a password and, once authenticated, the transactions can successfully take place. Nuru also provides health tips based on questions asked by users.

3. Keirabot & Hazie

Keirabot is one of Botsza’s six tailor-made chatbots in Africa.  Botsza’s chatbots currently work across many industries like hotel reservation, flight booking, e-commerce, banks, finance, insurance and customer services. Currently supported on multiple messaging platforms, two chatbots are already operational for users — Haziebot and Keirabot.   Keirabot relieves users from the tiring process of searching homes by utilizing browsing functions via Facebook Messenger or Skype. Various tasks are performed using AI including credit checks, tenants, and comparisons between selling and buying a home.  Hazie, on the other hand, is a recruitment chatbot in Africa that allows candidates to acquire ideal jobs. Users can simply apply for jobs using social media platforms like Facebook Messenger and Twitter.

Challenges

Despite extensive benefits, the revolution of chatbots in Africa faces challenges.  According to The World Bank, African mobile and wireless markets are highly concentrated; in 27 countries, one player has more than 50 percent market share. Monopolies are still present in Africa: eleven in international gateway services and six in wireless internet services.  Additionally, with more than half of the population yet to subscribe to a mobile service, a big challenge for Africa is to connect the unconnected and unleash the economic potential of increased connectivity. Such challenges would also involve the problems of moving text-based interactions to chatbot technology.

The Potential Solution

But the African youth may be the answer to such challenges. Sixty percent of Sub-Saharan Africa’s population is under the age of 25, making Africa the world’s youngest region, according to World Economic Forum. Social media giants like Facebook and Google are already developing programs for the people in Africa.  In September 2016, Facebook founder, Mark Zuckerberg visited Nairobi to learn more about mobile money and meet entrepreneurs and developers. The U.S. social media giant later announced that the center would host an “incubator program” to help develop technology start-ups while simultaneously training 50,000 Nigerians in digital skills.  In 2017, Google expanded its Africa initiatives following CEO Sundar Pichai’s visit to Nigeria. Alphabet also plans on increasing the funding for African startups by providing $20 million in grants to digital nonprofits. In April 2016, the company also launched Digital Skills for Africa, an initiative to provide free training (online and face-to-face) to people across 27 countries in Africa.  With such promising ventures, innovative technology in Africa could allow the country to stay on par with the rest of the world.

Our approach at Intele.Chat

Intele.Chat is part of the Conversational Commerce Group and we help South African clients leverage conversational commerce technologies be they human powered, augmented or fully automated using Artificial Intelligence (AI) to enhance the B2B & B2C sales and marketing interface, bringing improvement and efficiency to your sales operations.

We work with one of the worlds leading Chatbot products Zopim, now part of the Zendesk family of products. Its mainly deployed as a human powered real time chat interface with messaging (just like you see in the bottom corner of this page).  These bots are now beginning to become rule based and menu driven with human interaction as required (a hybrid chatbot) but some companies are now experimenting with fully automated NLP / NLG chatbots which present a greater challenge because of the wide range of scenarios they have to deal with.  We remain convinced (for now) that human and hybrid chatbots serve business clients best to service and sell a defined set of products and services.

To learn more and book an appointment / demo visit www.intele.chat

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