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Rise of the Machines – Chatbots Slated to Dominate Customer Service Channels by 2027

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George Muhia
George Muhia
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By George Muhia, Industry Lead – Africa Digital Natives at Infobip

A survey conducted by Gartner has found that chatbots will become the primary customer service channel for about a quarter of the world’s organisations by the year 2027, having evolved over the past decade into a critical technology component of a service organisation’s strategy.

George Muhia

There can be little doubt that when designed and deployed correctly, chatbots can enhance the Customer Experience (CX) and drive positive customer emotion at a lower cost than live interactions.

However, to effectively deploy and measure chatbot performance, Customer Service and Support (CSS) leaders must create an appropriate deployment strategy based on use cases and service interactions’ complexity.

The rise of chatbots represents a major shift in the way that businesses interact with customers. By leveraging the latest Artificial Intelligence (AI) and natural language processing capabilities, chatbots can provide faster, personalised, and more convenient customer service experiences.

Businesses will undoubtedly reap the benefits of chatbots over traditional service channels, including 24/7 availability, instantaneous responses, and the ability to consistently deliver a standardised reply. Multilingual capabilities allow chatbots to not only provide support across many different languages, but also communication based on regions, accents and dialects. This broadens the reach of the customer service function and enhances accessibility to key services.

Evolving role of humans

The rise of chatbots does not necessarily spell the end for human customer service agents but will rather see an evolution of their role. While chatbots will take over mundane and repetitive tasks, humans will be freed up to focus on complex issues and will step in where customers require specialised attention or to deal with sensitive situations that need human judgment, emotional intelligence, or critical thinking.

To deploy chatbots effectively, organisations will need to invest in the right chatbot building platforms that will leverage AI and natural language processing capabilities. At the same time, humans will still play a critical role in the training and supervision of chatbots. Businesses will thus need to retain the right skills to refine and update their chatbots, constantly improving their conversational abilities.

In order to deliver a high-quality CX, businesses will have to continually monitor and measure the performance of their chatbots to ensure they are working accurately, consistently and within the ethical confines of the engagements happening across their various channels. This means tracking metrics such as response times, customer satisfaction rates and conversion rates, while also making adjustments as needed to improve performance.

Advanced language models

The emergence of ChatGPT and similar advanced language models has attracted much attention, mainly due to the fact that these AI-driven chatbots have been trained on such huge data sets and have access to the entire internet. ChatGPT also rates highly on contextual understanding, doing a good job of capturing, interpreting, and understanding the context of a conversation. Being able to effectively generate responses aligned with a conversation’s history makes engagement more human-like and coherent.

What makes models like ChatGPT even more formidable is a capability called “zero shot learning”, which is the ability to generalise from limited examples or even to provide answers to topics it has not been exposed to. Hence, such advanced language models are attractive for businesses that want to leverage AI for routine transactions and free up resources for more complex issues.

However, the independence of these models raises questions about their ability to be controlled and whether at some point they will become better than human intelligence or problematic in some way. Unfortunately, there is no clear answer at this stage.

The overarching goal for the development of AI has always been for the technology to complement human beings, rather than to create a situation where it surpasses or exceeds human intelligence.

Yet, the continued development of AI systems does raise ethical questions and makes a strong case for safeguarding policies and procedures to be put in place to regulate what these AI models are ultimately able to do. Still, the optimistic view remains that the combination of humans and AI could provide solutions to even the most complex problems.


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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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FG Kickstarts Construction of Emerging Technologies Institute in Kano

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Federal Government of Nigeria has marked a significant milestone on Friday, 14th February 2025, by breaking ground for the construction of the Sustainable & Emerging Technologies Institute (SETI).

This institute, under the aegis of the National Agency for Science and Engineering Infrastructure (NASENI), aims to ensure the socio-economic wellbeing of future generations. The groundbreaking ceremony was held at the Bayero University Kano (BUK) New Campus.

Mr. Khalil Suleiman Halilu, Executive Vice Chaiman/Chief Executive Officer (EVC/CEO) of NASENI, during the Ground-breaking ceremony held at the Bayero University Kano (BUK) New Campus said the new institute sits on 30 hectares of the BUK land to be built, featuring state-of-the-art facilities, including innovation hubs devoted to Artificial Intelligence and other cutting-edge technologies, complemented by reliable power supply. “NASENI will fully build and equip and support the new Institute” said the EVC/CEO.

The future of socio-economic development for nations rests on human creativity, innovation and cooperation, Artificial intelligence, robotics amongst others.

Halilu said that the establishment of SETI in Nigeria is to rapidly respond to the waves of young people globally revolutionizing world economies with unprecedented emergence of socio-economic frontiers as by-products of innovations and ingenuities of these young minds.

“We in NASENI are firm believers in the potential of young Nigerians to be the prime catalysts of the type of transformation that Nigeria requires. And we will do everything within our powers to support them to fulfil this important responsibility”

“We are gathered here today to kickstart a project that will transform the lives and careers of future generations of young Nigerians. The Sustainable & Emerging Technologies Institute (SETI), located at the Bayero University Kano (BUK) by NASENI. This is very much in line with our operating principles; what we call our 3Cs: Collaboration, Creation, and Commercialization. These 3Cs are the principles that passionately drive us and guide the work that we do to ensure the industrialization of Nigeria in line with the Renewed Hope agenda of President Bola Ahmed Tinubu.”

SETI will produce innovators, technologists, entrepreneurs who will make their mark not just in Nigeria but around the world. “I’m eagerly looking forward to the day, not too long from now, when the Institute’s first set of beneficiaries will astonish the world with what they’re capable of accomplishing. These stories will put not just BUK on the global innovation map, but also Kano State and the entire Nigeria” said Halilu.

While carrying out the symbolic foundation laying ceremony of the institute as Special Guest of Honour, the Minister of Innovation, Science and Technology, Chief Uche Geoffrey Nnaji, described the project as not only laudable but NASENI’s another way of fast-tracking the placing of Nigeria on the global map of innovation and industrialization. The minister called the project an “ace project” and a pointer to secure a veritable socio-economic development for the nation.

In his goodwill message, the Vice Chancellor of BUK, Professor Sagir Adamu Abbas described the new institute as a vehicle for bringing together the three critical tripods for economic and sustainable development for nations, that is, the government, academia and industry. He described the ground-breaking event as the beginning of Nigeria’s journey in pursuit of sustainable development, massive job creation opportunities for the youths, and that the BUK was delighted to be host to such laudable initiative and momentum.

There is also, in addition to SETI, a second NASENI project for BUK is an Agri-preneurship Training Hub, that will be equipped with modern greenhouses, and facilities for Soil-less Farming, and Tissue Culture; occupying 10 hectares of land at the Old Campus. These projects collectively represent what NASENI stands for, that is, building capacity, advancing industrialization, supporting economic growth and prosperity.

NASENI appreciates the Government and people of Kano State, and the Vice Chancellor, management and students of Bayero University Kano (BUK), for all the support. Special gratitude goes to the Honourable Minister of Innovation, Science and Technology, Chief Uche Geoffrey Nnaji, the Special Guest of Honour.

NASENI thanked members of the National Assembly for their support, especially the NASENI oversight Committees in both chambers. And of course, President Bola Ahmed Tinubu, who has given NASENI the opportunity to serve Nigeria through his unwavering demonstration of commitment to the success of the Agency.


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Family Marks one-year Memorial of Late APC Chieftain, Ojougboh with Charity Outreach

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The family of the late chieftain of the All Progressives Congress (APC), Chief Dr. Cairo Ojougboh, led by his wife, Mrs. Bose Ojougboh, marked his one-year memorial anniversary with a series of charitable initiatives aimed at honoring his legacy of philanthropy and service to society.

The memorial activities included the donation of school books and bags to pupils of Erigbe Primary School, in Agbor within the Ika South Local Government Area (LGA) of Delta State, where Dr. Ojougboh had received his early education.

The outreach also included extension of financial assistance to patients at Central Hospital, Agbor, and the provision of toiletries, cash, and food items to children at the Salve Regina Children’s Home, Agbor.

The outreach was carried out under the ‘Dr. Cairo Ojougboh Foundation’, a family-led initiative established to immortalise him and continue his lifelong commitment to education, healthcare, and social welfare.

Speaking during the event which took place recently, Mrs. Ojougboh reaffirmed the family’s dedication to sustaining the ideals of the late APC chieftain, describing him as a man who strongly believed in education and giving back to society.

“We are here to celebrate the life of my husband, Late Dr. Cairo Ojougboh, who passed on a year ago. In his honour, we decided to give back to society.

“He was a man who valued education and was always willing to help others. It is only fitting that we continue his legacy through acts of generosity,” she stated.

Honouring his passion for education

The first visit was to Erigbe Primary School, where Dr. Ojougboh had received his early education. The Foundation distributed school bags, writing materials, and food packs to the pupils. The family encouraged the pupils to take their education seriously and strive to become responsible citizens.

Supporting patients at Central Hospital, Agbor

At Central Hospital, Agbor, Mrs. Ojougboh and her entourage moved through the medical wards, offering financial support to patients to assist with their treatment costs. The hospital staff and beneficiaries responded with prayers and words of gratitude for the kind gesture.

Reaching out to orphaned children

The outreach team also visited Salve Regina Children’s Home in Agbor where they donated cash, food items, and toiletries to the children. The Matron of the home expressed her deep appreciation to the Ojougboh family, commending their commitment to sustaining the late politician’s legacy of compassion and social impact.

Dr. Cairo Ojougboh’s enduring legacy

Reflecting on her late husband’s contributions to society, Mrs. Ojougboh emphasised that his legacy of generosity and service to humanity would not be forgotten.

“Dr. Cairo was a selfless man who touched many lives. His contributions to the Nigerian political landscape, his mark in Agbor Kingdom, Delta State, and the country at large, will always be remembered. He may be gone, but his impact will continue to be felt for generations,” she said.

The Dr. Cairo Ojougboh Foundation has pledged to continue supporting education, healthcare, and social welfare initiatives in his memory, ensuring that his vision for a better society lives on.


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Court Discharges, Acquits, Kawu, Ex-NBC DG of N2.5Bn Fraud

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Justice Folashade Ogunbanjo of the Federal High Court Abuja has discharged and acquitted Ishaq Kawu Modibbo, former director-general, National Broadcasting Commission (NBC), and Pinnacle Communications Limited.

Ishaq Kawu Modibbo, former director-general, NBC

They were being prosecuted by the Independent Corrupt Practices and other related Offences (ICPC) of charges bordering on the ₦2.5 billion released to Pinnacle Communications under the Federal Government Digital Switch Over (DSO) project.

Delivering judgement on Thursday, Justice Ogunbanjo held that the ICPC was not able to prove the allegations against the defendants.

The judge further discharged the defendants on the grounds that the statements and evidence of the witnesses, could not pin any allegation on the defendants.

She further held that some of the witnesses contradicted themselves, and none of their statements was able to link the defendants to the charge.

According to the judge, while some of the witnesses in their oral evidence, said Lai Mohammed, former Minister of Information, was misled in approving the payment of ₦2.5 billion to Pinnacle Communications Ltd, they failed to render any documentary evidence.

The trial of the former director-general of the NBC lasted for six years.

He and Pinnacle Communications were prosecuted by the ICPC, on a five count amended charge over the release of ₦2.5bn to Pinnacle Communications Ltd, under the approval of Mohammed, under the FG Digital Switch Over (DSO) project.


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