By Adedapo Adesanya
Top Nigerian telecommunication provider, 9mobile, has launched the first Artificial-Intelligence chatbot solution named Enin to offer personal digital customer assistance to customers on its services.
Enin, a stylised name from the number nine, is the first-of-its-kind by any Nigerian telecommunication company was been built to provide virtual assistance to customers and interact with them as a human would.
Speaking on this stride, Acting Director, Customer Care, 9mobile, Mr Ehimare Omoike, explained that Enin performs several roles such as airtime purchase, subscription to data plans, presents customers with offers, bonuses, sales, reminders, notifications, recommendations, subscriptions and customer service information.
He also disclosed that the assistant can help to activate or deactivate services, as well as hand a customer over to a live agent, among other services.
“Enin is currently available on the 9mobile website, and plans are already underway to extend the service to our social media platforms. This service is a significant New Year incentive for our customers as it provides 24-hour quality service to them.
“With Enin, customers not only get their queries resolved promptly, but the icing on the cake is also that the service is not limited by time or physical location,’’ Mr Omoike explained.
On how to access Enin, Mr Omoike disclosed that the bot is a first contact resolution and can be accessed directly by clicking the chat bubble on the 9mobile website or via https://9mobile.com.ng/askenin.
Commenting further on the chatbot solution, Mr Omoike stated that superior customer experience is a cornerstone of 9mobile’s operations even as he affirmed the telco’s commitment to doing more for Nigerians in line with its established reputation as the caring network.
“At 9mobile, superior customer experience is a core value that we are deeply committed to at all times. This is why we are continuously innovating to satisfy our customers because they are the reason we are in business.
“We are delighted to state that we have proceeded from rendering services to providing solutions for Nigerians, and this is a key value for us,” the company’s executive stated.
Mr Omoike added that 9mobile will not relent in boosting superior customer experience and that more innovative solutions were in the offing.
It was also disclosed that during the course of its 11 years of operation, 9mobile has launched several innovative solutions to boost superior customer experience. Last year, it introduced a personalised WhatsApp Customer Care Channel on 09092000192 that is accessible to over 1.2 billion users globally and over three million users on the 9mobile platform.
