MTN Zambia has launched its first AI-driven customer service assistant, Call Natasha, in a collaboration between MTN Zambia and mobile technology company blackNgreen. Designed to provide users with instant access to financial literacy tips, international news, and general inquiries, Call Natasha aims to streamline customer support with precise and tailored responses, reducing wait times and improving efficiency.
This initiative aligns with Zambia’s broader push for digital transformation, fostering AI adoption across industries and communication platforms. By leveraging artificial intelligence, the country joins a growing trend in Africa where AI-powered solutions are reshaping sectors like fintech, healthcare, and customer service.
A Milestone for AI in Zambia and Africa
The launch of Call Natasha marks a significant step in Zambia’s efforts to embrace AI-driven communication tools, keeping pace with regional leaders such as Nigeria, Kenya, and South Africa, where AI integration is rapidly expanding.
With increased mobile and internet penetration across Africa, AI-powered assistants like Call Natasha hold the potential to bridge digital divides, making advanced customer support more accessible. MTN Zambia’s involvement underscores the critical role telecom providers play in bringing innovative technologies to emerging markets.
The Technology Behind Call Natasha
The AI assistant is powered by EVA, a sophisticated conversational AI platform that personalizes interactions based on user behavior and preferences. EVA has been implemented globally across various industries, providing businesses with seamless, automated customer service capabilities.
EVA’s AI models continuously learn from user interactions, improving response accuracy and ensuring customers receive up-to-date, relevant information. By handling multiple inquiries simultaneously, Call Natasha significantly enhances response times, positioning AI as a viable alternative to traditional call centers.
Government and Business Adoption of AI
The Zambian government is actively promoting AI-driven solutions as part of its strategy to accelerate economic growth and digital transformation. Initiatives like Call Natasha align with this vision by integrating AI into essential sectors, including banking, telecommunications, and customer service.
With more businesses embracing AI-powered tools, Zambia is positioning itself at the forefront of AI adoption in Sub-Saharan Africa.
The Future of AI in Africa
As AI adoption expands across the continent, its applications in customer service, fintech, and public services are expected to grow. In Nigeria, the government recently introduced Service-wise GPT, an AI-powered assistant for policy drafting and workflow management.
The success of Call Natasha could pave the way for broader AI implementation, enabling businesses and governments to automate processes, enhance accessibility, and improve service delivery across Africa.
