Telecom
How AI Agents can Step in as Consumer Trust Slips
Salesforce’s latest State of the AI Connected Customer research reveals consumer trust in companies is at a record low and that AI is raising the stakes for brands.
Today, 60% of consumers believe that advances in AI make trust even more important, and with AI agents on the rise, the findings point to real opportunities for companies to win back consumers with trustworthy AI agents this holiday season. This opportunity is greatest with Gen Zers, with almost a third of Gen Z consumers saying they’d be comfortable having an agent shop for them.
Faced with a challenging holiday shopping season and sinking consumer trust, brands can’t afford to get AI wrong—especially as more than $200 billion in global online sales will be influenced by AI this holiday season.
AI agents, or intelligent software that understands and responds to customer inquiries without human intervention, can help companies drive higher margins and keep consumers buying by delivering incredible customer service. From alleviating clunky purchase experiences to difficult return processes, there’s an agent for that. But to build trusted customer relationships, brands need trusted AI agents that are grounded in transparency and the right data.
Consumers trust less, expect more
Consumer trust is at its lowest point in eight years, and advances in AI make earning that trust more critical than ever.
Nearly three-quarters (72%) of consumers trust companies less than they did a year ago
65% feel companies are reckless with customer data
It’s not just about trust; consumers also expect best-in-class experiences.
69% of consumers expect consistent interactions across departments
Nearly 60% of consumers prefer using fewer touchpoints to get information or complete a task
While better deals are a top driver for consumers to switch to a new brand, customer service experience, convenience, and consistent product or service quality drive more long-term brand loyalty.
43% of consumers say poor customer service experience will stop them from making a repeat purchase from a company or brand
More than a third of consumers say that inconvenience, such as a difficult return process or clunky purchase experience, will cause brands to lose them
Younger consumers are most open to AI agents
The research shows Gen Zers and millennials are more willing than older generations to use AI agents to improve their customer experience by creating more personalised, or useful content.
Younger generations, in particular, hold companies to a higher standard when it comes to adapting to and anticipating their needs—43% of Gen Zers and millennials say AI raises the bar for customer experiences compared to just 32% of baby boomers.
Gen Z and millennial consumers are more likely than older generations to consider the benefits provided by agents.
Transparency is key to building consumer confidence in the AI agent era
Despite the promise of young shoppers, many consumers haven’t made up their minds on AI yet. Nearly half of consumers are neutral about AI’s impact on their lives, whether personal or professional.
In fact, many consumers feel a mix of suspicion (44%) and curiosity (41%) about the future of AI —revealing a ripe opportunity for companies to help consumers see and understand the benefits of AI agents.
Over a third of consumers would work with an AI agent instead of a person to avoid repeating themselves
30% of consumers—even more among Gen Z and millennials (37%)—would work with an AI agent instead of a person for faster service
A quarter of consumers — even more among Gen Z and millennials (roughly one-third)—would share their personal information with an AI agent so it can better anticipate their needs
To build confidence in the agent experience, businesses need to bridge the trust gap through more transparency.
Nearly 75% of consumers want to know if they’re communicating with an AI agent
45% are more likely to use an AI agent if there’s a clear escalation path
44% are more likely to use an AI agent if its logic is clearly explained
“Retailers face a much more competitive shopping season this year, as they look to deliver higher margins in the midst of increasing customer demands. AI agents can help brands deliver consistent, personalised experiences for shoppers across every channel – deepening customer loyalty and ultimately driving more sales,” says Linda Saunders, Salesforce Director Solutions Engineering Africa.
Telecom
Airtel Africa-UNICEF Partnership Connects 1,200 Schools, 1M Africa Children to Digital Education
Airtel Africa, a leading provider of telecommunications and mobile money services across 14 African countries, has today announced that its five-year partnership with United Nations Children’s Fund (UNICEF), aimed at transforming education across the continent, has connected over 1,500 schools to the internet, trained 17,000 teachers, and reached nearly a million learners with quality digital education resources across 13 African countries.
The partnership was launched in 2021 as part of Airtel Africa’s $57 million commitment to support the development of education and bridge the digital divide for vulnerable children in remote communities in collaboration with African governments.
Since the commencement of the partnership, Airtel Africa has prioritised the accessibility of online learning resources, including zero-rated educational platforms and teacher training, to support equitable learning opportunities for Africa’s children.
Airtel Africa CEO, Sunil Taldar, speaking on the success of the partnership while marking this year’s World’s Children’s Day said: “Our mission is to transform lives, and through our collaboration with UNICEF, we are witnessing the profound impact that connectivity and digital resources can have on Africa’s children and teachers.
For every school we have connected and for each teacher trained on using these digital tools, we are taking tangible steps toward realizing our commitment to bridging the digital divide, advancing educational equality and restating our commitment to the relentless pursuit of a better future for African children on the continent.
According to Mr. Taldar, “by equipping these schools with internet connectivity and training teachers on how to use the digital tools, Airtel Africa and UNICEF are providing Africa’s children, particularly those in underserved and remote regions, with the digital tools and skills they need to thrive in a technology-driven world.
This is why we are celebrating with the children on this special occasion of World Children’s Day, specially dedicated to them and all the effort aimed at securing and improving their future.
The partnership has expanded digital learning to learners in 13 countries since its launch. The countries include Chad, Congo, Democratic Republic of Congo, Gabon, Kenya, Madagascar, Malawi, Niger, Nigeria, Rwanda, Tanzania, Uganda, and Zambia.
Telecom
Galaxy Backbone, Bauchi State Government Sign Landmark MOU to Enhance Digital Infrastructure and ICT Capacity
In a significant step towards advancing digital transformation and fostering economic development, Galaxy Backbone (GBB) and the Bauchi State Government have signed a Memorandum of Understanding (MOU) to collaborate on deploying digital infrastructure and ICT-related services across the state.
The signing ceremony, held at the Government House of the Bauchi State Government, was graced by the Managing Director/CEO of Galaxy Backbone, Professor Ibrahim A. Adeyanju, and the Governor of Bauchi State, His Excellency, Senator Bala Abdulkadir Muhammed.
This MOU establishes a collaborative framework between Galaxy Backbone and the Bauchi State Government, leveraging GBB’s world-class data center infrastructures in Abuja and Kano. The partnership is designed to enhance connectivity, build ICT capacity, provide consultancy services, and deliver hosted ICT services to improve governance and service delivery in Bauchi State.
The agreement was formalized by Professor Ibrahim A. Adeyanju and His Excellency, Governor Bala Abdulkadir Muhammed, symbolizing a shared commitment to transforming Bauchi State through ICT. It is expected that through this, it would lead to an enhancement of Bauchi State’s ICT Infrastructure, through GBB’s resources and expertise, deepen training and consultancy services, while, enhancing economic growth to attract investments, create jobs, and drive economic opportunities through improved digital connectivity and service delivery within the state.
Speaking at the event, Professor Ibrahim A. Adeyanju, MD/CEO of Galaxy Backbone, said: “This MOU underscores Galaxy Backbone’s commitment to supporting state governments in building resilient digital infrastructure and services ecosystems. Through this partnership, we aim to deliver cutting-edge ICT services that will drive digital transformation and economic growth in Bauchi State.”
His Excellency, Governor Bala Abdulkadir Muhammed, expressed his optimism for the collaboration, noting: “This partnership with Galaxy Backbone marks a pivotal moment for Bauchi State. By leveraging advanced ICT infrastructure and expertise, we are poised to transform our state into a hub of digital innovation, ensuring efficient governance and improved service delivery for our citizens.”
This collaboration aligns with Galaxy Backbone’s mission to extend its digital infrastructure footprint across Nigeria, providing state governments with the tools they need to thrive in the digital economy.
Treepz, a leading corporate mobility startup in sub-Saharan Africa renowned for its safe and convenient transport solutions, has been selected by the World Trade Center for the 2024 Trade Accelerator Program (TAP) in Toronto, Canada.
L-R: John Shaibu, Cofounder & Senior VP, Customer Engagement, Treepz, Johnny Enagwolor, Cofounder & President, Treepz & Onyeka Akumah, Founder & CEO, Treepz
This prestigious opportunity is in line with Treepz’s ongoing global expansion strategy to export its indigenous and innovative mobility solutions to new international markets.
The Trade Accelerator Program (TAP), organized in partnership with the Black Entrepreneurship Alliance, is designed to help high-potential small and medium-sized enterprises (SMEs) strategically scale their operations globally through personalized mentorship series, workshops and an unrivalled network of export advisors and world-class resources.
The program is expected to last for three months, with selected brands, including Treepz, undergoing various networking and mentorship programs.
Since its launch in 2019, Treepz has gathered momentum in the African mobility industry by providing cutting-edge solutions to address the prevalent transportation challenges across Nigeria, Uganda, Ghana and Kenya.
The startup has served over 5 million people with on-demand tech-enabled vehicle rental solutions such as guest transportation, school bus shuttling, and airport transfers, and currently operates in 16 cities across the continent.
Speaking on the program, Onyeka Akumah, Founder & CEO of Treepz, attributed the honours of the invitation to the team’s dedicated effort at Treepz to provide innovative solutions that meet the growing needs of diverse customers.
He noted that “The TAP Tech Toronto program is an invaluable opportunity for Treepz to further showcase new indigenous ideas we have for our customers on a global scale.” said Onyeka Akumah, Founder & CEO of Treepz.
“Additionally, this is a testament to our vision and goal to build a world-class mobility company. It is our time to say we are taking solutions built in Africa to the world. The solutions to transportation needs we’ve built in Africa have a global use case and we are set to take advantage of this opportunity to export African-grown solutions globally”.
“We would like to thank the World Trade Centre in Toronto for believing in our vision and selecting us for this prestigious program.
“We are confident that the experience from this program will be transformative for our startup, and we can’t wait to see where it takes us”, Onyeka added.
Recall that earlier this year, Treepz achieved significant milestones, including winning Best Startup Pitch in Africa at the 2024 African Union Conference in Zambia and becoming the first corporate mobility startup in Africa to complete an international cross-border rental trip.
The company has also secured key partnerships with many corporates to provide close to 10,000 daily employee transportation to companies like KingMakers (owners of BetKings) and Parallex Bank in Nigeria, SamaSource in Kenya, BrighterMonday in Uganda and several schools in Ghana.
This push continues to cement Treepz’s position as a leader in the African mobility landscape with more than 5 million customers served on the continent, reflecting Treepz’s commitment to driving innovative, scalable and indigenous solutions that meet the evolving transportation needs of Africa and beyond.
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