Feature/OPED
How AI, Automation, and Trusted Data Are Shaping Next-Generation Customer Service

By Linda Saunders
Customer service is in a state of flux. As budgets and staffing levels increase, so do customer expectations, keeping efficiency critical for delivering higher quality of service.
Today’s customers demand fast, consistent, and personalised interactions, yet service teams are spread thin, with inefficient processes and manual taskwork monopolising agents’ time and jeopardising the customer experience.
This is according to Salesforce’s latest State of Service report, a survey of over 5,500 service professionals across 30 countries which reveals how high-performing organisations are exceeding customer expectations and how laggards can improve in an artificial intelligence (AI)-first world.
While widespread adoption of AI may still be in its early stages, benefits are already clear, enabling teams to achieve the speed and quality of next-generation service. Among service professionals at organisations investing in AI, 93% say the technology saves them time on the job.
Service as a source of revenue generation
Whereas service has historically been perceived as a cost centre, more and more service decision-makers are reporting that their teams are expected to contribute a larger slice of revenue over the coming year through upselling, cross-selling, and customer retention.
The share of service organisations tracking revenue driven by service agents jumped from 51% in 2018 to 91% in 2024. Likewise, the share of service organisations tracking customer retention jumped from 57% in 2018 to 86% in 2024.
On top of increasingly sophisticated demands from customers, higher case volumes mean a rising workload and more time spent on internal meetings, manually logging case notes and other mundane tasks, and less time servicing customers.
Currently, agents spend just 39% of their time servicing customers amid competing demands like internal meetings, administrative tasks, and manually logging case notes.
A connected experience is a huge differentiator for companies. High-performing service organisations are more connected to other departments, sharing goals and technologies with sales and marketing. Fragmented workflows, on the other hand, not only slow agents down but also increase the risk of error and can be costly for an organisation’s bottom line.
Boosting customer experiences, and helping agents become more strategic
For years, companies have used predictive AI for tasks like providing the next best actions and analysing trends. Today’s generative AI can create original content like text, imagery, and video using large language models. This may be why, despite being fairly new, generative AI is quickly gaining traction, giving employees the time and tools to do their best work.
Among service professionals at organisations investing in AI, 93% say the technology saves them time on the job.
AI-powered generation of comprehensive summaries and status reports, deployment of customer-facing AI intelligent assistants to respond to queries in real-time and crafting of self-help knowledge articles all clear the way for employees to focus on more fulfilling and higher value work, such as building customer relationships and resolving complex cases.
Analysing customer behavioural trends by tapping into historical data to provide the next best actions also keeps customers satisfied, and most importantly, coming back.
According to the State of Service Report, 83% of decision-makers plan to increase investments in automation over the next year.
Empowering customers to solve their issues with AI-powered self-service tools can be a win-win for customers and organisations, too, catering to customer preferences while saving resources.
According to our research, 75% of service organisations provide a self-service solution.
From knowledge-powered help centres to customer portals to AI-powered chatbots, self-service tools are transforming the operational efficiency of high-performing service organisations.
AI Drives demand for trusted data
AI and automation can help agents deliver enhanced customer experiences to balance new demands in ways that benefit the organisation, their customers, and employees. But the AI revolution is really a data revolution. Instilling trust in AI means instilling trust in the data that powers it.
Currently, only 37% of customers trust AI to be as accurate as a human.
While this technology excels at optimising processes and resolving simple cases, frontline employees are the real experts who engage with customers in uniquely human ways, building trusted relationships that AI could not on its own.
According to the State of Service Report, 92% of service professionals say nurturing customer relationships is increasingly important.
Trust will become even more critical, requiring organisations to ground their AI on a foundation of trusted customer data, knowledge, and service policies.
Linda Saunders is the Director for Solutions Engineering Africa at Salesforce
Feature/OPED
Collaboration Made Easy Using a Work Management Platform

By Firas Jadalla
Effective collaboration between security operators, teams, and other departments is essential for the smooth functioning of any organization. However, as organizations grow in complexity, it becomes increasingly challenging for teams to coordinate. Factors such as staffing shortages, high turnover rates, and outdated collaboration tools exacerbate these challenges.
When staff rely on multiple disconnected tools for dispatch, reporting, and task tracking, operations often become fragmented, leading to delays and gaps in communication. In critical areas like safety and security, these inefficiencies can have serious consequences.
Work management solutions bridge these gaps by managing, tracking, and documenting activities, streamlining processes, and fostering real-time collaboration. Built specifically for security teams, these solutions enhance communication, boosts productivity, and improves overall operational efficiency through workflow automation.
Organizations in Africa and the Middle East operate in high-security environments where seamless collaboration is essential. A robust work management platform enables swift response and coordination across complex operational landscapes.
This growing need for integration is driving more organizations to align their security and IT departments. According to a recent Genetec report, 78% of end users in the META region indicate that these departments now work collaboratively, reflecting a shift toward a more unified security approach.
Overcoming barriers to effective collaboration
Over time, many organizations accumulate a patchwork of databases, spreadsheets, and standalone systems to communicate, create reports, and track activities. Some still rely on outdated paper-and-pen processes, which aren’t only time-consuming but also prone to errors. These disjointed methods hinder information sharing and coordination.A digital work management platform consolidates these fragmented systems, offering teams a unified view of activities accessible on both desktop and mobile devices. To take full advantage of their security system data, security teams need to consider more than a generic work management solution.
An ideal work management solution for security teams should accommodate security activities such as guard tours, patrols, and maintenance inspections. It should also seamlessly integrate with existing security systems. For instance, a video operator should be able to create a work request with an attached camera snapshot and route it to the appropriate team in just a few clicks. To ensure trustworthy audits and reporting, the work management system should be built with strong cybersecurity measures and ensure that data can’t be manipulated after the fact by applying blockchain principles.
Benefits of work management systems
Implementing a work management system can transform security operations in several ways:
- Improved Communication: Teams gain real-time visibility into task progress, responsibilities, and pending assignments. Updates and alerts can be shared seamlessly to request assistance or provide situational awareness.
- Enhanced Collaboration: Every team member contributes to shared goals rather than isolated tasks. Custom API integrations can connect with other systems, such as employee apps, further fostering teamwork.
- Time Savings: Built-in reporting tools automate activity logs and compliance audits, freeing up time for other critical tasks.
- Operational Efficiency: Routine tasks, incident management, and resource tracking are streamlined. Tasks are assigned to personnel with the appropriate skills, tools, and knowledge, ensuring readiness and precision.
- Workflow Automation: Automations simplify recurring tasks, such as setting reminders, generating reports, or notifying team leads when new requests are added.
- Resource Optimization: Features like work ticketing and asset management enable efficient resource allocation and management of internal and external requests.
- Mobile Support: Field officers benefit from mobile apps that enhance situational awareness, communication, and access to standard operating procedures on the go.
Today, governments in Africa, for instance, are heavily investing in smart security solutions as part of their national digital transformation strategies. A centralized work management platform not only supports these efforts but also helps businesses align with evolving security regulations, ensuring compliance and streamlining reporting processes.
Tips for successful implementation
Every organization has unique workflows, so selecting a customizable work management system is crucial. It’s important to choose a solution that’s customizable and intuitive to minimize the need for extensive training.Integration is another key factor.
A platform that deeply integrates with your existing security ecosystem provides a cohesive view of operations and eliminates the need for manual data transfers or redundant processes.A well-designed work management system can break down silos, empower teams, and boost efficiency. To ensure a successful deployment, adopt a lean and agile approach: start small and gradually incorporate more features as your team becomes comfortable with the platform.
With initiatives like Kenya’s Konza Techno City, Nigeria’s Eko Atlantic City and Abuja Centenary City, organizations are increasingly integrating AI-driven security and IoT-enabled monitoring into their operations. A work management platform with automation capabilities supports these advanced security frameworks.
Firas Jadalla is the regional director for Middle East, Turkey & Africa at Genetec Incorporated
Feature/OPED
From Struggle to Stability: How FinTech is Helping Nigerian SMEs Overcome Cash Flow Challenges

When Mrs Agbaje started her school in Ibadan twelve years ago, she didn’t envision a tech-enabled future. Her dream was simple—provide affordable, quality education to children in her community. For the most part, she made it work. But as the school grew, a new challenge took root. It wasn’t infrastructure. It wasn’t teacher retention. It was something far more basic: getting paid.
Each new term brings the same pattern. Parents promise to pay fees “by next week.” Some follow through. Many don’t. As the term wears on, Mrs Agbaje finds herself juggling spreadsheets, reminder texts, and awkward conversations in car parks or at school gates. Meanwhile, salaries must be paid, books restocked, diesel bought. More often than not, she dips into personal savings to keep things running.
Her story is common across Nigeria. Small businesses—whether they’re schools, salons, logistics firms, or cooperative groups—are constantly navigating the emotional and financial toll of delayed payments. And it’s not just a matter of inconvenience. A recent study by MacTay Consulting found that Nigerian SMEs wait between 60 to 120 days on average to receive payment for services or products already delivered. That kind of delay is more than a hiccup. It threatens livelihoods. It blocks growth. It’s a silent killer.
For Chuks, who runs a car hire service in Enugu, the issue is tied to his bigger corporate clients. They insist on “net 30” or “net 60” terms—industry-speak for “we’ll pay you in a month or two.” That might be manageable for a large fleet with strong cash reserves, but for someone like Chuks, every week matters. With fuel prices rising and maintenance bills stacking up, he’s often forced to park cars because he doesn’t have the cash to fix them—even when work is lined up.
What links these stories is the reality that small businesses operate in a system where money is constantly in motion but rarely on time. Customers often mean well, but their own financial instability creates a domino effect. And the existing tools to manage payments—handwritten ledgers, POS machines, WhatsApp reminders—were never designed for structure. They’re patched solutions to a systemic problem.
Even digital banking, for all its advancement in Nigeria, hasn’t solved this issue. Many SMEs still operate informally, managing finances through personal bank accounts or apps not tailored to business needs. The result is a messy web of follow-ups, reconciliations, and emotional strain. Business owners become debt collectors, chasing down what they’ve already earned, time and time again.
What’s often missed in conversations about entrepreneurship is just how deeply this problem cuts. Payment delays mean rent can’t be paid on time. It means holding off on hiring a new staff member, or letting go of a part-time assistant. It means saying no to growth opportunities, not because they’re not viable, but because the cash flow isn’t predictable enough to take the risk.
And when you zoom out, the implications are national. Small businesses make up over 90% of enterprises in Nigeria. They contribute nearly half of the country’s GDP and employ a significant portion of the workforce. Yet, their greatest enemy isn’t market competition—it’s irregular income. This is a structural inefficiency that deserves far more attention than it gets.
Slowly, however, change is beginning to show. A quiet revolution is underway—one where technology is stepping in not as a trend, but as a tool for financial stability. More SMEs are beginning to explore digital solutions that streamline payments and reduce friction between businesses and customers.
Among these solutions is PaywithAccount, a new tool launched by Nigerian fintech company OnePipe. Designed specifically for businesses with recurring payments—schools, cooperatives, service providers—it allows them to automate collections directly from customers’ bank accounts. With full consent and transparency, payments can be scheduled, reducing the need for repeated follow-ups or awkward reminders.
For Mrs Agbaje, this has made a significant difference. Parents receive structured payment plans, reminders go out automatically, and debits happen based on prior agreement. She now spends less time tracking who has paid and more time planning curriculum upgrades and engaging with teachers.
The benefit isn’t just financial—it’s emotional. When business owners don’t have to chase payments, they gain time, clarity, and confidence. They can plan ahead, restock inventory, or finally invest in that expansion they’ve put off for years. And for customers, the experience feels more professional, more trustworthy. Everyone wins.
Technology won’t solve every problem for Nigerian SMEs. But smart, well-designed financial tools are starting to remove some of the biggest roadblocks—quietly and effectively. And that’s the point. The best systems aren’t flashy. They work in the background, reducing stress, restoring dignity, and enabling business owners to focus on what truly matters.
For Ope Adeoye, founder of OnePipe, the issue is personal. “Every Nigerian knows someone who runs a business—a cousin, a friend, a neighbour. When they suffer from late payments, it affects whole families and communities. Fixing this isn’t just a business goal—it’s a social one.”
In a country as dynamic and entrepreneurial as Nigeria, the challenge is rarely about lack of ideas. It’s about systems that help those ideas survive. And one of the most overlooked systems is the way money flows—or fails to.
As more SMEs embrace tools that put payment on autopilot, a future of stability—rather than constant survival—starts to feel possible. And in a nation powered by small businesses, that kind of shift could move mountains.
Feature/OPED
How AI is Revolutionizing Sales and Business Development for Future Growth

By Olubunmi Aina
Many experts have highlighted the growing impact of Artificial Intelligence (AI) across the financial industry, and I would like to share my perspective on a key functional area that typically drives business growth and profitability— sales and business development professionals and how AI is impacting their work.
Sales and business development professionals are often regarded as the engine room of an organization, thanks to their eye for business opportunities, ideation and conceptualization, market engagement and penetration expertise.
AI is enabling sales and business development professionals to automate tasks, take meeting notes, analyze data, and personalize customer experiences, all of which are embedded within CRM (Customer Relationship Management) systems. A CRM with an AI tool is what forward-thinking businesses are leveraging to manage leads, customer data, customer interactions, notify and remind professionals to take action when due, drive growth and profitability.
This is why it is crucial for these professionals to invest heavily in AI knowledge to remain globally competitive. This can be achieved through self-study, attending industry events, or consulting with leading technology companies that have embraced AI, such as Interswitch Group, AI In Nigeria, and Revwit.
Most importantly, to maximize the potential of AI, sales and business development professionals must pay close attention to customer interactions. and ensure they collect high-quality data. Feeding the data repository or CRM Systems with valuable insights and data from real customer engagement is key to getting AI to produce near accurate insight for effective results.
AI will continue to be a key driver of business growth and decision-making in the years ahead. If you are yet to embrace it, now is the time. Keep learning!
Olubunmi Aina is the Vice President, Sales and Account Management at Interswitch Group
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