Telecom
How AI Agents can Step in as Consumer Trust Slips
Salesforce’s latest State of the AI Connected Customer research reveals consumer trust in companies is at a record low and that AI is raising the stakes for brands.
Today, 60% of consumers believe that advances in AI make trust even more important, and with AI agents on the rise, the findings point to real opportunities for companies to win back consumers with trustworthy AI agents this holiday season. This opportunity is greatest with Gen Zers, with almost a third of Gen Z consumers saying they’d be comfortable having an agent shop for them.
Faced with a challenging holiday shopping season and sinking consumer trust, brands can’t afford to get AI wrong—especially as more than $200 billion in global online sales will be influenced by AI this holiday season.
AI agents, or intelligent software that understands and responds to customer inquiries without human intervention, can help companies drive higher margins and keep consumers buying by delivering incredible customer service. From alleviating clunky purchase experiences to difficult return processes, there’s an agent for that. But to build trusted customer relationships, brands need trusted AI agents that are grounded in transparency and the right data.
Consumers trust less, expect more
Consumer trust is at its lowest point in eight years, and advances in AI make earning that trust more critical than ever.
Nearly three-quarters (72%) of consumers trust companies less than they did a year ago
65% feel companies are reckless with customer data
It’s not just about trust; consumers also expect best-in-class experiences.
69% of consumers expect consistent interactions across departments
Nearly 60% of consumers prefer using fewer touchpoints to get information or complete a task
While better deals are a top driver for consumers to switch to a new brand, customer service experience, convenience, and consistent product or service quality drive more long-term brand loyalty.
43% of consumers say poor customer service experience will stop them from making a repeat purchase from a company or brand
More than a third of consumers say that inconvenience, such as a difficult return process or clunky purchase experience, will cause brands to lose them
Younger consumers are most open to AI agents
The research shows Gen Zers and millennials are more willing than older generations to use AI agents to improve their customer experience by creating more personalised, or useful content.
Younger generations, in particular, hold companies to a higher standard when it comes to adapting to and anticipating their needs—43% of Gen Zers and millennials say AI raises the bar for customer experiences compared to just 32% of baby boomers.
Gen Z and millennial consumers are more likely than older generations to consider the benefits provided by agents.
Transparency is key to building consumer confidence in the AI agent era
Despite the promise of young shoppers, many consumers haven’t made up their minds on AI yet. Nearly half of consumers are neutral about AI’s impact on their lives, whether personal or professional.
In fact, many consumers feel a mix of suspicion (44%) and curiosity (41%) about the future of AI —revealing a ripe opportunity for companies to help consumers see and understand the benefits of AI agents.
Over a third of consumers would work with an AI agent instead of a person to avoid repeating themselves
30% of consumers—even more among Gen Z and millennials (37%)—would work with an AI agent instead of a person for faster service
A quarter of consumers — even more among Gen Z and millennials (roughly one-third)—would share their personal information with an AI agent so it can better anticipate their needs
To build confidence in the agent experience, businesses need to bridge the trust gap through more transparency.
Nearly 75% of consumers want to know if they’re communicating with an AI agent
45% are more likely to use an AI agent if there’s a clear escalation path
44% are more likely to use an AI agent if its logic is clearly explained
“Retailers face a much more competitive shopping season this year, as they look to deliver higher margins in the midst of increasing customer demands. AI agents can help brands deliver consistent, personalised experiences for shoppers across every channel – deepening customer loyalty and ultimately driving more sales,” says Linda Saunders, Salesforce Director Solutions Engineering Africa.
MTN Nigeria recently celebrated the graduation of the third cohort of its Media Innovation Programme (MIP), awarding a total of NGN 2.5 million in cash prizes to three outstanding fellows. The graduation ceremony took place at the Pan-Atlantic University in Ibeju-Lekki, highlighting MTN’s commitment to fostering innovation in the media sector.
Launched in partnership with the School of Media and Communication at Pan-Atlantic University, the MIP is designed to equip media professionals with essential skills in traditional journalism while emphasizing the importance of technology in storytelling. Over six-months, fellows engaged in a comprehensive curriculum that included topics such as media entrepreneurship, ICT in media, and ethical journalism.
During the graduation ceremony, three fellows were recognized for their exceptional contributions including the MTN Nigeria Chairman Award for Innovation awarded to Augustus Aigbe of Cool FM; the MTN Foundation Chairman Award for Innovative Reportage to Moninkanola Ogidan of Adaba 88.9FM, Akure and the MTN Award for Best Reporting awarded to Chiemelie Ezeobi from ThisDay Newspapers.
The Executive Director of MTN Foundation, Odunayo Sanya, emphasized the importance of the media innovation and adaptability in media, stating that these awards represent an investment in the future leaders of journalism. “At MTN, we believe a lot in excellence, which is why the partnership with Pan-Atlantic University is still ongoing. We recognise that the future of media lies in innovation and adaptability.
“These awards do not just celebrate the Fellows’ achievement; we are investing in the next generation of media leaders. In an era where digital platforms redefine how stories are told, media practitioners must be equipped with the skills and resources to thrive.”
Dr. Ikechukwu Obiaya, Dean of the School of Media and Communication, highlighted the significance of investing in future media professionals to drive positive societal change while maintaining ethical standards. “In recent times, technological innovation, social media, Artificial Intelligence and the likes have been viewed as dangerous, due to their misuse, although they are not in themselves bad.
“And this is one thing that drives our programs for media practitioners. Our vision is to train and equip competent and professional persons who will use these technological advancements and platforms as a means to contribute to the good of the society.”
The ceremony ended with the Class President, Nifemi Oguntoye expressing his gratitude towards MTN and Pan-Atlantic University for providing a transformative experience that fostered cultural diplomacy between Nigeria and South Africa. “We’ve had the privilege of learning from some of the best minds in the industry. The lessons learnt during our study trip, discussions and engagements have been invaluable. We are eternally grateful to Pan-Atlantic University and MTN for the commitment to empowering Nigerian journalists. A number of our colleagues look forward to having this experience in the next cohort and we know they will not be disappointed”, he said.
To date, MTN Nigeria has invested over NGN 300 million in the media. MIP not only aims to enhance the skills of individual practitioners but also seeks to contribute to a more robust media landscape capable of navigating the complexities of a digital economy projected to reach $18.3 billion by 2026. The event reflects MTN’s ongoing dedication to bridging the digital divide and enhancing media capabilities within Nigeria’s rapidly evolving landscape.
MTN Group and MTN Nigeria have expressed delight at participating in the 11th South Africa-Nigeria Bi-National Commission held in Cape Town on Tuesday, during which the strong bonds between the two countries were reinforced and plans were made to accelerate cooperation.
MTN Group CEO/President, Ralph Mupita and MTN Nigeria Chairman, Dr. Ernest Ndukwe with President Tinubu
The MTN delegation – led by Group President & CEO, Ralph Mupita, MTN Nigeria Chairman, Dr. Ernest Ndukwe and MTN Nigeria CEO, Karl Olutokun Toriola – was honoured to engage with President Bola Ahmed Tinubu on the sidelines of the meeting, which was hosted by South Africa’s Minister of Trade, Industry and Competition Hon Parks Tau.
MTN Nigeria is an important MTN subsidiary, accounting for some 27% of all MTN subscribers and some 23% of Group service revenue.
MTN has long established itself as a company that is a proud supporter of the Nigerian economy, remaining committed to contributing to the nation’s progress across several fronts.
“We believe in the Bi-National Commission’s objectives and the pivotal role of the digital economy in driving inclusive growth in Nigeria. We look forward to continuing our support for economic development initiatives,” says a MTN LinkedIn post.
Digital Realty Nigeria’s CEO, Engr. Ikechukwu Nnamani, has received a prestigious Presidential recognition from the Nigeria Internet Registration Association (NiRA) at the 7th .ng Awards.
Engr. Ikechukwu Nnamani
This accolade recognizes his significant contributions to the growth and evolution of Nigeria’s digital ecosystem over the past three decades.
“Nnamani was honored for his innovative spirit and leadership in shaping the future of the digital landscape,” said NiRA President, Adesola Akinsanya, while commending him and other awardees for their exceptional work in driving digital transformation in Nigeria.
A visibly humbled Nnamani dedicated the award to his dedicated team at Digital Realty Nigeria, acknowledging their pivotal role in the company’s success. He expressed gratitude to NiRA and the broader industry for recognizing his contributions.
This latest recognition adds to Nnamani’s impressive list of accolades, including the Lifetime Achievement Award at Africa’s Beacon of ICT Merit and Leadership Awards and the prestigious Titans of Tech Hall of Fame.
The 7th .ng Awards, a biennial event, celebrated the achievements of individuals and organizations that have made significant strides in Nigeria’s digital landscape.
The two-day event featured insightful discussions on emerging technologies, digital trends, and the role of the .ng domain in shaping Nigeria’s digital future.
Access Bank Staff Arrested for Allegedly Stealing from Customers’ Accounts
MTN Awards N2.5m to Top Fellows at Media Innovation Programme Graduation
Showmax Drops Trailer for Epic Drama’s Second Season
MTN Commits to Nigeria’s Digital Growth at South Africa-Nigeria Summit
NiRA Honors Ikechukwu Nnamani with Prestigious Presidential Award
Echefu Launches LUFT TV, another Pay TV after Failed TSTV Project
UBA, Mastercard Launch Special Debit Card for 75th Anniversary
CBN to Sanction Banks Linked to Cash Hawkers
QNET’s Amezcua Workshop in Lagos: A Glimpse into Wellness & Innovation
UBA Group Sets Foot in France with Full Banking Services
News3 days agoFirm Sues NIMC, Others On Digital Rights Breach Allegations
E-Financial3 days agoEBRD, AfDB Group to Strengthen Collaboration in Support of SMEs in Africa
E-Business3 days agoNigeria to Launch Certificate-Based Digital Literacy Course Nationwide
Telecom3 days agoNetflix Exits Nigerian Movie Market After Eight Years
E-Financial3 days agoPalmPay Reaffirms Commitment to Combating Financial Fraud
E-Financial2 days agoAccess Bank Staff Arrested for Allegedly Stealing from Customers’ Accounts
Telecom2 days agoMTN Awards N2.5m to Top Fellows at Media Innovation Programme Graduation
E-Financial3 days agoAfDB, Italian Insurance Group Sign $6bn Deal to Foster Investment in Africa