Bboxx Partners AWS to Optimise Customer Service with AI Integration

Bboxx, a provider of clean energy and digital solutions across Africa, has partnered with Amazon Web Services (AWS) to incorporate artificial intelligence into its operations. 

The collaboration will see Bboxx integrate AI into its proprietary Bboxx Pulse platform, aimed at enhancing customer experiences and improving operational efficiency.

The AI integration focuses on simplifying customer service processes by analysing and summarising customer data in real-time. 

This allows Bboxx’s customer service team to address queries more efficiently, reducing response times by an average of 2.5 minutes. The result is an estimated monthly saving of 5,000 customer service hours, alongside an improvement in customer satisfaction.

As one of the first African companies to adopt AI through AWS’s Generative AI Innovation Centre, Bboxx is driving the deployment of advanced technological solutions. 

The integration of AI builds upon existing tools in the Bboxx Pulse Insights suite, such as credit scoring and behavioural analytics, which have already brought about good successes. For example, integrating credit scoring tools has led to a 15% increase in collection rates, further strengthening Bboxx’s operations.

Speaking on the development, Anthony Osijo, CEO of Bboxx, said: “Through our partnership with AWS, we are empowering our teams to deliver faster, more efficient service, benefiting both our customers and employees. This step marks another milestone in our mission to improve lives through technology.”

The partnership comes after months of rigorous testing and collaboration with AWS to ensure the AI integration delivers secure and reliable outcomes. AWS has documented the project in a detailed case study, showcasing its prospects to inspire further innovation across the continent.

Sri Elaprolu, Director of AWS Generative AI Innovation Centre, commended the partnership, stating: “The integration of AWS’s AI services into Bboxx Pulse exemplifies how AI can drive operational efficiency and transform customer experiences. We are proud to support Bboxx’s mission of improving lives and advancing sustainable solutions in Africa.”

This AI integration is the first of several innovations planned by Bboxx to optimise its operations. Future initiatives include developing AI-powered tools for daily planning, which will assist over 2,000 field staff and agents, further improving productivity and business performance.

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