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Infobip Launches Conversations – Contact Centre Solution for Connected Customer Experiences

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Olatayo Ladipo-Ajai, country head at Infobip Nigeria
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Conversations, a new contact centre solution enabling businesses to integrate the world’s most popular communication channels, has been launched by Infobip.

Infobip Launches Conversations – Contact Centre Solution for Connected Customer Experiences

Olatayo Ladipo-Ajai, country head at Infobip Nigeria

Infobip is a global cloud communications company that enables businesses to build connected customer experiences across all stages of the customer journey at scale.

Conversations is the scalable digital cloud contact centre solution that enables businesses to deliver omnichannel support for customers through a single interface for agents.

Messaging services such as Facebook Messenger, WhatsApp, Live Chat, SMS and in-house chatbots can all be managed through Conversations.

Provisioned through the cloud, Infobip offers a marked differentiator – omnichannel connectivity (CPaaS) with contact centre software stacked on top.

Conversations is designed to enable companies to easily:

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Empower agents with automation: Slow response rates or having to repeat yourself as you’re passed from agent to agent leads to frustrated customers, low levels of loyalty and high drop off rates. By being able to set up rules and automate workflows, customers are routed to the right or same agent if it is a return visit, faster – leading to more productive agents and happier customers.

Give agents the context they need: Agents will be able to access customer data from CRM systems, web shop, ticketing, and loyalty programs systems – with the added context of customer sentiment – all in one place. This enables them to deliver personalised and contextualised support.

Manage cross-channel conversations: Seamlessly transition customer conversations between channels, whilst retaining a full conversation history, so agents can respond to questions with ease – whether it’s a text or a WhatsApp message – straight from a single workspace.

Improving remote agent performance through analytics: Analytics enables managers to track customer activity, monitor agent performance with real-time dashboards and reporting to identify obstacles impacting agent productivity. Using this data, managers can identify any challenges and make the necessary adjustments to optimise working practices or workloads for improved overall performance and CX.

Olatayo Ladipo-Ajai, country head at Infobip Nigeria, said, “The contact centre sector is mature and complex, increasingly shifting away from an outsourcing to a Customer Experience (CX) focus. This, as customers in xx look to engage with businesses on multiple channels. Conversations enables the customer to speak to an agent on various channels and the agent to manage interactions contextually from one dashboard thereby decreasing contact centre call volumes, increasing agent efficiency and improving the customer’s experience.

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Conversations can also be used in conjunction with Answers, Infobip’s chatbot building platform that enables companies to build, test, and deploy artificial intelligence and keyword-based chatbots.

These chatbots can then be managed via Conversations, leaving agents with more time to focus on resolving complex queries.

Contact centre managers will be able to monitor all interactions exchanged between bots and customers in real-time, ensuring that any difficult conversations are transferred to human agents.

The Conversations platform has been refined and optimised during an early access period, where Infobip worked with select businesses across the world to ensure Conversations will help them improve the contact centre.

Adrian Benic, VP Product at Infobip, said: “Today’s customers expect to be able to contact a business at any time, from anywhere, and on the channel of their choice. Conversations helps brands provide this while ensuring they improve the customer experience through contextual conversations.

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“Many businesses are striving to deliver an unmatched customer experience but struggle to transition between the variety of channels and technologies on the market. Conversations brings these elements into one accessible platform allowing companies to deliver the very best customer experience while reducing costly inefficiencies. The launch of Conversations forms part of our goal at Infobip – to help businesses simplify the complexity of global messaging and enable them to interact with customers in a personalised way without friction.”

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E-Business

NDPC Probes UNILAG, Lotus Bank, Hackerbella over Alleged Students’ Data Misuse

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Nigeria Data Protection Commission (NDPC) has commenced a forensic investigation into the University of Lagos (UNILAG), Lotus Bank and Hackerbella Ltd over alleged violations of data protection laws involving students’ personal information.

NDPC Probes UNILAG, Lotus Bank, Hackerbella over Alleged Students’ Data Misuse

The investigation follows public complaints alleging that students’ personal data were used to open bank accounts without a lawful basis.

Dr Vincent Olatunji, national commissioner and chief executive officer of the NDPC, directed the investigation team to conduct a comprehensive assessment of the circumstances surrounding the collection, processing, use and disclosure of the affected students’ personal data.

The investigation will also determine the respective roles and responsibilities of UNILAG, Lotus Bank and Hackerbella in the alleged processing of the data.

According to the Commission, the investigation will assess the data protection compliance obligations of the parties under the Nigeria Data Protection Act, 2023 (NDP Act), as well as potential risks posed to the rights and freedoms of the affected data subjects.

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The NDPC said the probe would cover several areas, including Data Protection Impact Assessments (DPIAs), the lawfulness and transparency of credit scoring or profiling activities, and the use of automated decision-making systems.

It will also examine the adequacy of privacy notices, data-sharing arrangements, lawful bases for processing, data minimisation and purpose limitation.

Other areas include data retention policies and the adequacy of technical and organisational measures put in place to safeguard the rights and personal data of affected students.

The Commission reiterated that institutions entrusted with the personal data of students, staff and other members of their communities have a heightened responsibility to ensure that such information is processed lawfully, fairly, transparently and securely.

The NDPC therefore warned educational institutions that are yet to comply with its existing data protection compliance directives to take immediate steps to achieve compliance.

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The Commission said it would continue to exercise its regulatory mandate to protect the privacy rights of Nigerians and ensure that organisations processing personal data comply with the provisions of the Nigeria Data Protection Act, 2023.

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Microsoft to Unveil Next-generation AI Chip in September

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Microsoft is planning to unveil its new Maia 300 AI chip this fall, potentially as soon ​as next month, The Information reported on Monday, citing ‌people with direct knowledge of the plans.

The company introduced its Maia AI chip in November 2023 but has lagged rivals such as Alphabet and ​Amazon in scaling up its in-house chip efforts as ​it seeks to reduce its reliance on Nvidia’s costly ⁠processors.

Google began recognizing revenue from direct sales of its custom ​AI chips, called Tensor Processing Units, in the quarter ended June, ​while Amazon has also seen growing adoption of its processors, including its Trainium chips.

Microsoft has been in talks with chipmaker TSMC to secure manufacturing ​capacity for more than 300,000 units of the chip for ​delivery in 2027, according to the report. It is also looking to significantly ramp up ‌production ⁠and persuade major cloud customers such as Anthropic to adopt the chip.

Microsoft ultimately ​aims to ⁠secure capacity for more than 1 million Maia 300 chips, though component supplies and ongoing capacity ​negotiations with TSMC could constrain its plans, according ​to the ⁠report.

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It unveiled its second-generation Maia 200 in January, built by TSMC using 3-nanometer technology.

Microsoft packed the chip with a significant amount of ⁠SRAM, ​a type of memory that can provide ​speed advantages for AI systems handling large numbers of user requests.

 

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E-Business

X Replaces Revenue Sharing wit New Creator Rewards Programme

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X has announced plans to discontinue its Revenue Sharing programme and introduce a new Original Content Rewards programme to reward creators for producing original content on the platform.

X Replaces Revenue Sharing wit New Creator Rewards Programme

The social media company announced the changes at the weekend in a post on its X Creators handle, saying the new programme would reward creators who contribute original content.

“Today, we’re introducing the Original Content Rewards Program, a new way to reward creators who bring original ideas, expertise, reporting, creativity, and commentary to X,” the company said.

X said it would stop accepting new enrolments into the Revenue Sharing programme from Friday, while existing participants would continue earning until September 7, 2026.

“Starting today, we’re no longer accepting new enrollments into Revenue Sharing,” it said.

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According to the company, existing Revenue Sharing participants will receive three final payouts, with two scheduled for August 14 and August 28, while the final payment for earnings accrued through September 7 is expected around September 11.

X said existing Revenue Sharing participants would begin getting access to apply for the new programme from September 8, subject to meeting its eligibility requirements.

The first payout under the Original Content Rewards programme will be made on August 28, 2026, while existing Revenue Sharing creators who enrol in the new programme from September 8 will receive their first payment on September 25.

Under the new programme, eligible creators will earn from qualified impressions generated by their original content, with payments made every two weeks.

X defined qualified impressions as unique impressions from Premium users on the Home Timeline feed, where at least 50 per cent of a post is visible.

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On the other hand, “The following are excluded from qualified impressions: impressions from the same account counted more than once per post; paid, promoted, or artificially generated impressions; and fraudulent impressions,” it said.

To qualify, creators must be at least 18 years old, live in a country where the programme is available, maintain an account in good standing and have either a personal or vusiness account.

They must also subscribe to X Premium, Premium+ or Premium Business, have at least 500 verified followers and record at least 500,000 Home Timeline impressions from verified users within the previous 90 days.

X said creators must also regularly post original content to remain eligible.

“We want to recognize creators who break news, share expertise, tell stories, create entertainment, and contribute meaningful perspectives to the conversation,” the company said.

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The platform said original content could include threads, videos, memes, graphics, illustrations, reporting, analysis, commentary and reactions that add meaningful value to existing conversations.

It said creators who use content produced by others would need to add meaningful commentary, context, analysis, humour or creative transformation for such posts to qualify.

“Building on existing conversations is a core part of X, but simply reposting someone else’s content is not enough,” it said.

X said minor edits such as cropping, filters, borders, watermarks, speed adjustments or simple text overlays would generally not qualify as meaningful transformation on their own.

It also warned that content copied or substantially reproduced from another creator, content downloaded and re-uploaded from X or another platform without being the original author’s, automated content, disinformation and misleading content would be ineligible.

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The company said accounts that violate the programme’s requirements could be temporarily or permanently removed from it, depending on the severity of the violation.

It added that creators would be responsible for ensuring they had the necessary rights, permissions or licences to use content created by others.

“Original content is content you personally create that reflects your own voice, perspective, expertise, or creativity,” X said.

The company said the new programme was intended to reward creators who make the platform more valuable by bringing original ideas and perspectives to its conversations.

“The Original Content Rewards Program is designed to reward the creators who start them, shape them, and move them forward,” it said.

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