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Infobip Unveils AI Hub for AI-driven Conversational Customer Experiences

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Infobip, Global cloud communications platform has launched AI Hub, a comprehensive artificial intelligence (AI) overhaul of its platform to help businesses to create seamless end-to-end conversational experiences across the whole customer journey.

Integrating advanced analytics, AI, and generative AI features with Infobip’s core Software-as-a-Service (SaaS) portfolio, AI Hub supports digital transformation. It enables businesses and brands to build end-to-end conversational customer journeys, enhancing customer engagement whether for marketing, sales or support and driving business growth with minimal effort and no coding knowledge.

In launching Infobip AI Hub, the global cloud communications platform collaborated with Microsoft to develop new ways of integrating generative AI within its customer engagement suite and offer even more conversational experiences to consumers. Infobip integrated OpenAI’s ChatGPT model through Microsoft Azure OpenAI Service into its Infobip AI Hub to help ensure that Infobip-used language models are secure, isolated from the outside world and no end customers’ data is exposed to potential security threats.  

Becoming a conversational ecosystem

Enhancing Infobip’s global communications platform, AI Hub enables organizations to create tailored customer experiences with the help of generative AI and advanced analytics to drive conversational transformation for their customers. Brands can build journeys across the full range of customer experiences, whether for support, marketing, or sales.

With Infobip AI Hub businesses can, for instance:

  • Use an AI copilot to help navigate the platform and fulfil an automate workflow for tasks, such as customer journey generation, right marketing campaign development, which will enable brands to increase conversions, sales or reduce costs by creating an optimized end-to-end customer engagement journey using GenAI e.g., purchasing flows where it’s possible to re-engage the consumer over chat channels to keep bringing them back into purchasing flows
  • Create the right campaigns across social media channels and email campaigns to promote products using generative AI to create the draft copy and visuals
  • Ensure customer loyalty through a smart nurture program, with advanced analytics, customer behavior, and sentiment tracking plus churn prediction
  • Leverage AI client insights, giving detailed insights on their profile and predicting next action
  • Assist agents by providing AI analyzed insights, previous call summaries and suggested replies
  • Create conversational experiences in chatbots with virtual agents, trained and constrained on the specific client datasets

 Businesses and brands can use AI Hub as a full stack or component products to complement other tools, such as Salesforce, HubSpot, and more. The launch supports Infobip’s strategy of becoming a conversational ecosystem that enables digital transformation in the conversational age.

Infobip recently helped digital insurance business LAQO create 24/7 customer support through a GPT-enabled chatbot providing fast, accessible, and personalised responses to customer queries. The chatbot frees customer agent time to focus on more complex issues and offers scalable customer service.

 Silvio Kutić, Chief Executive Officer at Infobip, said: “The customer journey is evolving from a fragmented experience across multiple channels to a conversational experience in one place. 

Cloud infrastructure, conversational chat apps and generative AI now allow conversations between businesses and consumers, enriching customer experiences and consolidating disparate customer journeys into one seamless experience.

“To facilitate this transition, we have launched AI Hub, which provides an end-to-end platform across the full customer journey integrating and upgrading current Infobip SaaS solutions with AI and connecting marketing, with sales and support”.

 In September 2023, Infobip was recognised for its ability to execute and completeness of vision in the first Magic Quadrant™ for the Communications Platform as a Service (CPaaS) market.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

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Suspected Lakurawa Terrorists Kill 3 Telcoms Workers in Kebbi

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Terrorists belonging to Lakurawa group have reportedly killed three staff of a leading telecommunication firm.

Suspected Lakurawa Terrorists Kill 3 Telcoms Workers in Kebbi

The insurgents were said to have invaded a construction site at Gumki village in Arewa Local Government Area of Kebbi State.

The bandits reportedly attacked a construction site at Gumki village in Arewa Local Government Area of Kebbi State when their victims were installing a surveillance mast for the Nigeria Immigration Service and killed them and one other person who is yet to be identified.

There was a conflicting report of which organization the victims belonged as the police said three of the deceased were Airtel staff and the residents identified them to be Immigration staff.

A staff of Sir Yahaya Specialist Hospital however corroborated the villagers, saying the three victims brought to the hospital were Immigration staff.

But SP Nafiu Abubakar, police spokesperson, said four persons lost their lives, one indigene and three staff of Airtel.

He said from the report the police got, Bello M Sani, state Commissioner of Police, alongside with CIS Muhammad Bashir, Comptroller, Nigeria Immigration Service, Kebbi State Command, Lawali mobilized their men to the scene to evacuate the corpses to Sir Yahaya Memorial Hospital in Birnin Kebbi.

He said his CP has deployed additional tactical teams to the area and charged them to decisively deal with the suspected bandits operating in the area.

He said the CP also had meeting with people in the area and appealed to them to always assist the police and other security agencies with relevant information for their prompt response.


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Nigeria Has World’s Most Affordable Data Costs – GSMA

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Nigeria has an average data cost of $0.38 per gigabyte, making her the most affordable countries globally and one of the cheapest in Africa for mobile data services.

Nigeria Has World’s Most Affordable Data Costs - GSMA

United States averages $6 per gigabyte and South Africa with $1.77 per gigabyte rank the highest globally and in Africa respectively.

According to the GSMA, Nigerian data costs, as a percentage of Gross National Income (GNI) per capita, are among the lowest across Africa.

The reports by the body lends weight to telecom operators advocacy for tariff adjustments to address economic pressures threatening the sector’s sustainability.

The GSMA report, titled “The Role of Mobile Technology in Driving the Digital Economy in Nigeria,” highlighted Nigeria’s competitive data pricing, which is significantly lower than other African nations, such as Kenya ($0.59 per gigabyte), Ethiopia ($0.68 per gigabyte), and South Africa ($1.77 per gigabyte).

By contrast, the United States averages $6 per gigabyte, underscoring Nigeria’s advantage in offering cost-effective connectivity.

The cost of mobile data in Africa varies greatly by country and region.

Data costs can refer to the cost of mobile data or the cost of acquiring, maintaining, and using business data.

In 2023, the average cost of 1 GB of mobile data in Sub-Saharan Africa was $3.31, while in Northern Africa it was $0.86.

Telecommunications operators in Nigeria have been requesting some policy changes as well as tariff rebalancing to enable them deliver support to the Government’s digital economy objectives.

They have called for the simplification and improvement of the Right of Way (RoW) charging and administration process, harmonised across the country

According to them, all government authorities (at national and sub-national levels) should apply the national maximum RoW fee of N145 per/LSQM adopted by the National Economic Council (NEC) for the deployment of fibre across all states in Nigeria.

There should be a single point of contact in each state for the RoW application process while the duration for the approval process should be digitalised and limited to a maximum of one month.

Simplification and reduction of the tax burden on the mobile sector

On tariff, recall that the Association of Licensed Telecommunications Operators of Nigeria (ALTON) and the Association of Telecommunications Companies of Nigeria (ATCON) had urged the Nigerian Communications Commission (NCC) to consider reviewing tariffs upward to address rising operational costs.

Nodding in agreement, Bismarck Rewane, chief executive officer, Financial Derivatives,  said the proposed tariff hike by telecommunications will help reduce inflation in the country.

He said it would help to reduce inflation because it increases productivity, stressing that the price of MTN shares went up by 10% to 220.

Rewane reiterated that investors had already factored that in, adding that they are expecting a lot of good goodies.

“But more important to think about is the fact that because of an increase in tariff and an increase in investment to make the industry sustainable, they’re going to see an increase in productivity, not directly but indirectly.

“Any increase in productivity and output is likely to allow inflation to moderate, which is the goal. So, we heard from the policymaker, Bosun Tijani, who was very clear that we want a sustainable sector. But we also heard from the regulator saying that we will hold these guys to quality of service.

“We also heard from the operators, MTN that they are all revving up. So in all, there are economic benefits because of increased output and productivity. Two, policymakers are aligned because they want this to lead to a moderation in inflation,” he added.

He further said that it was not a bad deal and re-echoed the minister’s comment that the tariff hike will not be 100 per cent.

“Will they get 100%? No, they will definitely not. We suspect that we are going to likely see something between 40 and 50% which is fair after so many years of static changes,” Rewane added.

 

 

 


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Bismarck, Economist Claims Planned Tariff Hike by Telcos Will Reduce Inflation

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Bismarck Rewane, chief executive officer, Financial Derivatives
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Bismarck Rewane, chief executive officer, Financial Derivatives, has said the proposed tariff hike by telecommunications will help reduce inflation in the country.

Bismarck, Economist Claims Planned Tariff Hike by Telcos Will Reduce Inflation

Rewane made this statement on Channels Television’s Business Morning on Thursday.

Recall that Association of Licensed Telecommunications Operators of Nigeria (ALTON) and the Association of Telecommunications Companies of Nigeria (ATCON) had urged the Nigerian Communications Commission (NCC) to consider reviewing tariffs upward to address rising operational costs.

On January 3, Karl Toriola, chief executive officer (CEO), MTN Nigeria, said telcos want a 100 percent tariff hike.

According to Rewane, who previously supported the plans for a tariff hike, the move will make the sector more sustainable.

He said it would help to reduce inflation because it increases productivity, stressing that the price of MTN shares went up by 10% to 220.

Rewane reiterated that investors had already factored that in, adding that they are expecting a lot of good goodies.

“But more important to think about is the fact that because of an increase in tariff and an increase in investment to make the industry sustainable, they’re going to see an increase in productivity, not directly but indirectly.

“Any increase in productivity and output is likely to allow inflation to moderate, which is the goal. So, we heard from the policymaker Bosun Tijani, who was very clear that we want a sustainable sector. But we also heard from the regulator saying that we will hold these guys to quality of service.

“We also heard from the operators, MTN that they are all revving up. So in all, there are economic benefits because of increased output and productivity. Two, policymakers are aligned because they want this to lead to a moderation in inflation,” he added.

He further said that it was not a bad deal and re-echoed the minister’s comment that the tariff hike will not be 100 per cent.

“Will they get 100%? No, they will definitely not. We suspect that we are going to likely see something between 40 and 50% which is fair after so many years of static changes,” Rewane added.


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