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Amid Uncertainty, Businesses are Betting on AI to Accelerate Productivity and Unlock ‌ROI 

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By Linda Saunders, Country Manager & Senior Director Solution Engineering, Africa, Salesforce

In a time of rising global economic uncertainty, African businesses are increasingly turning to AI to accelerate productivity and unlock a new level of ROI. The data is compelling – according to the World Bank’s recent Global Economic Prospects report, rising global trade and policy uncertainty could weaken growth by 2.3% in 2025, impacting both major economies and emerging markets.

In the face of these headwinds, many businesses are ramping up plans to implement AI, driving new levels of productivity and cost savings. In a March 2025 survey by McKinsey, 78% of respondents reported their organisation already uses AI in at least one business function, up from 72% in early 2024 and 55% a year earlier.

Put simply, AI is the most transformative technology of our lifetime. Its latest iteration, agentic AI—always-on intelligent agents that can learn, reason, and execute tasks independently – will reshape how companies operate, compete, and perform work.

While this new era holds great promise, the journey to becoming an agentic enterprise can feel daunting.

Aligning your business with a tangible agentic AI strategy, readying your technology infrastructure, and understanding the metrics that define success are essential pillars to unlocking the agentic AI opportunity and realising the return on investment (ROI) this moment demands. 

Realise trapped value with automation and augmentation

Nearly half of desk workers report spending time on repetitive, low-value, or unrelated tasks to the jobs they were hired to do. Across many industries, operational inefficiencies and unrecognised opportunities are buried deep within data, processes, and human workflows, affecting everything from employee engagement to the bottom line.

The first step to reigniting productivity growth is identifying what’s holding organisations back and finding solutions to these challenges, known as trapped value analysis.

Start by identifying where high-value, underperforming workflows exist. For example, are there manual tasks slowing teams down? Can they be automated? Which customer interactions can be more personalised?

Augmenting human capacity with a digital workforce is key to realising trapped value, enabling smarter, faster decision-making grounded in trusted data and improving personalised customer interactions at scale. 

Imagine a marketer at a young company suddenly supported by a team of AI agents to strategise, plan, and deliver best-in-class campaigns. Or a sales rep with instant access to real-time customer data analysis and predictions of which leads are most likely to convert.

Deploying AI agents isn’t about replacing people; it’s about empowering employees to focus on what they do best – strategic thinking, innovating, and building relationships with customers.

Overcoming productivity pain points with a dynamic IT infrastructure powered by digital labour allows businesses to reprioritise their newly available human capacity to where it can have the greatest impact. This is key to realising new revenue streams or business models and is fundamental to unlocking ROI.

Set critical metrics to measure ROI

The advantages of digital labour for optimising operations are clear. However, according to Gartner, over 40% of agentic AI projects will be cancelled by the end of 2027 due to reasons such as unclear business value.

To demonstrate real ROI, organisations need to focus on enterprise productivity, driving business value through quality, cost, speed, and scale.

For customer service teams, measuring ROI can involve assessing customer satisfaction, such as improving experiences with 24/7 support across channels where AI agents triage requests and provide step-by-step instructions using natural responses.

When Salesforce added Agentforce to its Help site in October 2024, the goal was to set a world-class standard for agentic service. With an AI agent answering customer service questions in natural language, using unified data to provide fast, 24/7 support, our human engineers can focus on complex issues. To date, Agentforce has handled over 1 million support requests and is projected to save $50 million annually by the end of this fiscal year.

For sales teams, ROI can be seen in faster response times and increased lead qualification. Agentic AI enables scaling with autonomous outreach to answer product questions, handle objections, and book meetings, interacting with customers across relevant channels with personalised responses.

All of these efficiency gains free up time for humans to focus on improving and driving growth in other areas of the business.

Using metrics – from deflection rates to customer satisfaction scores and operational savings — enables organisations to assess the performance of their AI agent initiatives and calculate ROI effectively.

Access long-term value

By focusing on these metrics, African businesses can effectively assess the performance of their AI initiatives and calculate ROI, moving from a position of uncertainty to one of strategic growth.

In essence, the agentic AI era is not about a single, abrupt change but a fundamental shift in how people and technology work together.

By embracing a phased, strategic approach, African businesses can navigate this transition successfully, accelerate productivity, and ultimately unlock significant long-term value. This is the new partnership that will enable businesses to thrive amid today’s challenges.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

E-Business

FG Bans Use of Gmail, Other Personal Emails for Civil Service Operations

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Federal government has banned  the use of personal email accounts, such as Gmail, Yahoo Mail, or Hotmail, for official public-sector transactions, mandating that civil servants transition to a secure, institutional digital platform.

FG Bans Use of Gmail, Other Personal Emails for Civil Service Operations

This ban requires all government officials to use secure institutional platforms with the approved .gov.ng domain to safeguard sensitive data.

The announcement was made in Abuja by Didi Esther Walson-Jack, head, the Civil Service of the Federation, during a digital transformation summit held to celebrate the 20th anniversary of Galaxy Backbone.

According to Walson-Jack, the government has activated more than 115,000 official GovMail accounts to ensure that communication within the federal civil service remains secure, professional, and easy to track.

She said government activities should no longer rely on personal email services or informal channels that make record-keeping difficult.

The Head of service explained that official information must remain within government systems even when an officer leaves a position.

This, she said, will help preserve important records and prevent the loss of government information tied to individual workers.

The Head of Service also disclosed that the Federal Government achieved a major target by completing the digitalisation of work processes across all 38 federal ministries and extra-ministerial departments before the end of December 2025.

She described the development as proof that reforms can succeed when there is clear leadership and commitment from government institutions.

According to her, the achievement shows that the civil service is capable of adapting to modern methods of operation.

Walson-Jack recalled that in the past, government files could easily be delayed, misplaced, or trapped in lengthy approval processes.

She said the shift to digital systems now makes it easier to monitor documents, improve accountability, and measure progress in government operations.

Walson-Jack added that the paperless civil service initiative is aimed at making government work more efficient by cutting delays, reducing unnecessary bureaucracy, improving transparency, and allowing records to be retrieved and processed faster.

 


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Payaza Launches AI-powered Storefront Platform to Drive Cross-border Commerce

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Payaza Africa Limited has launched Shopaza, an artificial intelligence-powered e-commerce platform designed to help African businesses and merchants sell products and receive payments more efficiently across multiple markets.

The platform, unveiled in Lagos, is aimed at simplifying cross-border commerce by providing merchants with integrated payment infrastructure, AI-enabled business tools and access to international markets through a single platform.

According to the company, Shopaza is available across 23 countries in Africa, North America and Europe, where Payaza currently operates, offering businesses a scalable platform to manage online sales and payments.

Speaking at the launch, Seyi Ebenezer, Chief Executive Officer of Payaza Africa, described Shopaza as a major step toward unlocking Africa’s commerce potential.

“Africa’s commerce potential has always been there. What was missing was the infrastructure to unlock it.

“At Payaza, we have spent years building the payments backbone that businesses across this continent rely on. Shopaza is the natural next step, taking everything we have built and putting it directly in the hands of merchants who deserve better tools, better access, and better opportunities.

“Today, we are not just launching a product. We are making a statement that African businesses can compete and win on a global scale. Shopaza is live in 23 countries. The infrastructure is ready, the vision is clear, and we are just getting started,” he said.

Also speaking, Sola Ashiru, Group Head of Marketing and Communications at Payaza Africa, said the platform was developed after a comprehensive assessment of the African e-commerce landscape.

“We studied the African e-commerce ecosystem carefully and identified three critical gaps holding merchants back: limited access to AI-powered tools, weak payments infrastructure, and a broken settlement process. Shopaza was built specifically to close those gaps.

“This is not a rushed product; it is a well-thought-out solution to the most persistent pain points in African commerce today. While we are launching in Nigeria, our operational footprint already spans Africa, North America, and Europe.

“We have also established partnerships with local entities across key markets to drive grassroots adoption. Ultimately, we have solved an African problem, and Africans need to know about it,” he said.

Ashiru further explained that Shopaza offers an all-in-one solution designed to simplify selling and accelerate business growth for merchants.

“The platform features AI-powered onboarding and smart selling tools that enable users to set up quickly, manage storefronts with ease, and optimise pricing and product listings for improved performance.

“Shopaza also provides free, integrated marketing tools to boost visibility and help merchants attract and retain customers without additional costs,” Ashiru noted.


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NIPOST Plans Digital Postcodes for Every Building in Nigeria

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Nigerian Postal Service (NIPOST) has reaffirmed its commitment to implementing a National Digital Postcode System to assign a unique digital address to every addressable building across the country.

NIPOST Plans Digital Postcodes for Every Building in Nigeria

Speaking at the unveiling of the Post Code Delineation Model Validation 2026 in Abuja, Tola Odeyemi, postmaster general and chief executive officer, NIPOST, said the initiative would establish a machine-readable standard location-address framework for buildings nationwide.

“Postcode is basically a framework used to have a machine-readable standard location address for every addressable building in Nigeria,” Odeyemi said.

She explained that the project would place Nigeria among the first countries in Africa to develop a postcode system down to the unit level, ensuring that each standing building is assigned a unique code.

According to her, the digital postcode system is expected to enhance service delivery, logistics operations, emergency response, and national planning by improving the identification of locations across the country.

Odeyemi noted that the diversity of Nigeria’s geography necessitated different approaches to address mapping and postcode allocation.

“Nigeria is a large country. We have all the way from the top of Nigeria, which is almost like the Sahel, to the Savannah, to the Middle Belt, to the tropical South and even to the riverine areas.

“The logic that will work for Jigawa is not the same logic that will work for Bayelsa because they have completely different geographical expressions, density of buildings, population distribution, and topography,” she said.

She said the postcode delineation process was designed to ensure that postcode boundaries align with existing administrative structures and do not overlap local government boundaries.

“Delineation has to make sure the postcode does not pass administrative boundaries, and it must not go across two local government areas,” Odeyemi stated.

The NIPOST boss further explained that the validation exercise involves testing aerially mapped polygons against actual settlement patterns and geographical realities in different parts of the country.

“To test the polygons we have drawn aerially, we must ensure they accurately reflect realities on the ground. For example, the density of buildings in Lagos, particularly in Mushin, is very different from the density of buildings in Abuja. We are making sure that density maps and topographical features are properly captured for each state in Nigeria,” she said.

She described the Post Code Delineation Model Validation exercise as a critical stage in the agency’s broader digital addressing initiative, which seeks to create a comprehensive and standardised postcode framework for the country.

Nigeria has long grappled with an inefficient addressing system, making it difficult to accurately identify locations for postal services, logistics, emergency response, and public planning.

NIPOST’s National Digital Postcode System is part of efforts to create a standardised and technology-driven addressing framework that assigns a unique code to every addressable building in the country.


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