Econet unveils AI-powered Chatbot ‘Yamurai’
STAFF WRITER
Econet Wireless Zimbabwe has launched a customer service enhancing Chatbot named Yamurai, as part of a digitisation drive to empower and improve customer experience.
Econet said the Artificial Intelligence (AI)-driven Chatbot will give customers an additional digital customer support channel as the company steps up efforts to optimise efficiencies and manage the surge in caller-based customer queries amid the Covid-19-induced lockdown that has resulted in restricted movements.
Chief Customer Experience Officer Otis Makahamadze said Yamurai was another channel among Econet’s “growing suite of convenient, customer support digital solutions”.
“We believe Yamurai will offer our customers much needed convenience at a time physical movement to access in-store support in our shops is resticted due to the national lockdown,” Makahamadze said.
He noted that Yamurai would have the intelligence to handle and address several customer queries, as well as to escalate certain issues to the relevant customer support representatives within the company’s support departments, including escalating queries to a live agent.
Yamurai will be able to help resolve customer queries so that customers can get ready assistance on routine issues such as phone PIN resets, airtime credit or top up issues, and queries relating to data bundle purchases.
“Our customers may be pleased to know that Yamurai is also smart enough to escalate queries for resolution to the relevant back office departments in Econet, and log trouble tickets to help follow up active queries until they are fully resolved,” said Makahamadze, who also heads Econet’s OmniContact, the company’s Business Process Outsourcing division.
Econet has experienced an increase in online and phone-in customer inquiries over the past year, as hundreds of businesses and thousands of individuals were forced to work from home due to the impact of Covid-19 pandemic.
This has seen the company accelerating its digital transformation drive, which has seen it launch a number of customer-empowering, digital self-care platforms and widening its customer service channels during the pandemic.
