MTN Nigeria is planning to launch an online chatbot to enhance customers’ digital interactions and provide fast technical support, sales and secure marketing.
According to the telecommunications company, customers will be able to interact with the new online chatbot called Zigi on multiple channels like WhatsApp, Facebook Messenger, Telegram, the official MTN website, and myMTN App.
Zigi will provide customers with a wide range of services including account balance checks, airtime, data purchases, and answers to frequently asked questions.
Also, it will be able to transfer customers to a live agent if need be.
Speaking on the launch of ‘Zigi,’ Ugonwa Nwoye, the Chief Customer Relations Officer, MTN Nigeria, said, “Zigi offers personalized, intuitive, and prompt service to our customers. Her introduction will not take away the customer’s access to live agents but will serve as the first point of contact for customers who choose to interact with Zigi.’ We believe that ‘Zigi’ will ensure increased convenience which translates to better experiences for our customers, which is at the core of our purpose as a business.”
Srinivas Rao, the Chief Digital Officer, MTN, added that the introduction of ‘Zigi’ chatbot aligns with the company’s digital objectives.
He said “We now live in a fast-paced digital age with new technological advancements driving the constantly changing landscape. This is why at MTN, we are determined to lead digital transformation which will provide easy-to-use connectivity solutions; improve customer experience and maintain the highest quality of service for everyone in our ecosystem.”