Broadcasting
Rise of the Machines – Chatbots Slated to Dominate Customer Service Channels by 2027
By George Muhia, Industry Lead – Africa Digital Natives at Infobip
A survey conducted by Gartner has found that chatbots will become the primary customer service channel for about a quarter of the world’s organisations by the year 2027, having evolved over the past decade into a critical technology component of a service organisation’s strategy.
George Muhia
There can be little doubt that when designed and deployed correctly, chatbots can enhance the Customer Experience (CX) and drive positive customer emotion at a lower cost than live interactions.
However, to effectively deploy and measure chatbot performance, Customer Service and Support (CSS) leaders must create an appropriate deployment strategy based on use cases and service interactions’ complexity.
The rise of chatbots represents a major shift in the way that businesses interact with customers. By leveraging the latest Artificial Intelligence (AI) and natural language processing capabilities, chatbots can provide faster, personalised, and more convenient customer service experiences.
Businesses will undoubtedly reap the benefits of chatbots over traditional service channels, including 24/7 availability, instantaneous responses, and the ability to consistently deliver a standardised reply. Multilingual capabilities allow chatbots to not only provide support across many different languages, but also communication based on regions, accents and dialects. This broadens the reach of the customer service function and enhances accessibility to key services.
Evolving role of humans
The rise of chatbots does not necessarily spell the end for human customer service agents but will rather see an evolution of their role. While chatbots will take over mundane and repetitive tasks, humans will be freed up to focus on complex issues and will step in where customers require specialised attention or to deal with sensitive situations that need human judgment, emotional intelligence, or critical thinking.
To deploy chatbots effectively, organisations will need to invest in the right chatbot building platforms that will leverage AI and natural language processing capabilities. At the same time, humans will still play a critical role in the training and supervision of chatbots. Businesses will thus need to retain the right skills to refine and update their chatbots, constantly improving their conversational abilities.
In order to deliver a high-quality CX, businesses will have to continually monitor and measure the performance of their chatbots to ensure they are working accurately, consistently and within the ethical confines of the engagements happening across their various channels. This means tracking metrics such as response times, customer satisfaction rates and conversion rates, while also making adjustments as needed to improve performance.
Advanced language models
The emergence of ChatGPT and similar advanced language models has attracted much attention, mainly due to the fact that these AI-driven chatbots have been trained on such huge data sets and have access to the entire internet. ChatGPT also rates highly on contextual understanding, doing a good job of capturing, interpreting, and understanding the context of a conversation. Being able to effectively generate responses aligned with a conversation’s history makes engagement more human-like and coherent.
What makes models like ChatGPT even more formidable is a capability called “zero shot learning”, which is the ability to generalise from limited examples or even to provide answers to topics it has not been exposed to. Hence, such advanced language models are attractive for businesses that want to leverage AI for routine transactions and free up resources for more complex issues.
However, the independence of these models raises questions about their ability to be controlled and whether at some point they will become better than human intelligence or problematic in some way. Unfortunately, there is no clear answer at this stage.
The overarching goal for the development of AI has always been for the technology to complement human beings, rather than to create a situation where it surpasses or exceeds human intelligence.
Yet, the continued development of AI systems does raise ethical questions and makes a strong case for safeguarding policies and procedures to be put in place to regulate what these AI models are ultimately able to do. Still, the optimistic view remains that the combination of humans and AI could provide solutions to even the most complex problems.
Awba-Ofemili Development Union (ADU) Health Committee has officially announced the launch of the Awba-Ofemili Health Awareness Campaign 2026, a community-wide initiative designed to promote preventive healthcare, disease awareness, early detection, health education, and healthy living across Awba-Ofemili.
Awba-Ofemili Health Awareness Campaign
The campaign, themed “Beyond Elu-Ulee (Buruli Ulcer): Building a Healthier Awba-Ofemili,” will be held on Thursday, 17 September 2026, at the Civic Centre, Awba-Ofemili, beginning at 9:00 a.m.
The programme builds on the success of the committee’s maiden Elu-Ulee (Buruli Ulcer) Awareness Campaign, which raised awareness on Buruli ulcer and strengthened community engagement on preventive healthcare.
According to the Chairman of the ADU Health Committee, Ogbuefi Remmy Nweke, KSM, the 2026 campaign represents a significant expansion of the committee’s health intervention agenda.
“This campaign is about moving beyond awareness to action. We want to deepen community health education, encourage early detection of preventable diseases, strengthen school health initiatives, promote First Aid awareness, and build sustainable partnerships that will improve the health and well-being of our people,” he said.
The 2026 campaign will feature community health education, free basic health screening, school health support, First Aid awareness programmes, and stakeholder engagement with healthcare professionals, development partners, and community organisations.
The committee has called on sons and daughters of Awba-Ofemili, residents, friends of the community, corporate organisations, philanthropic individuals, NGOs, healthcare institutions, and development partners to support the initiative through financial contributions and strategic partnerships.
To support the implementation of the campaign, the ADU Health Committee has opened a dedicated fundraising channel through Fidelity Bank Plc, with donations payable to Awba-Ofemili Education Volunteers (Account No. 6060490921).
The Committee appealed to all supporters to use “HEALTH FUND” as the transfer narration so that contributions can be properly recorded and accounted for under the ADU Health Committee Health Fund.
Secretary of the ADU Health Committee, Mr. Cornelius Nwakonobi, emphasized that every contribution would make a meaningful impact.
“No donation is too small. Every contribution will support community health education, medical outreach, school health programmes, First Aid support, and preventive healthcare initiatives. Together, we can build a healthier, stronger, and more resilient Awba-Ofemili,” he stated.
The ADU Health Committee reaffirmed its commitment to working with government agencies, healthcare professionals, development organisations, the Nigerian Red Cross, community stakeholders, and the Awba-Ofemili diaspora to advance sustainable health interventions in the community.
For partnership enquiries, sponsorship, or additional information, interested organisations and individuals are encouraged to contact the ADU Health Committee Secretariat.
Broadcasting
NBC Files Fresh Appeal against Judgment Barring it from Imposing Fines on Broadcast Stations
National Broadcasting Commission (NBC) has filed an application seeking the permission of the court of appeal to file a fresh appeal against the judgement of the federal high court in Abuja barring it from imposing fines on erring broadcast stations.
In the application filed at the court of appeal in Abuja by Dapo Akinosun, counsel to the NBC, the commission argued sanity in Nigeria’s broadcasting sector is under threat and that the public interest would be better served if the court grants the application.
On January 17, 2024, Rita Ofili-Ajumogobia, a judge at the federal high court in Abuja, restrained the NBC from imposing a N5 million fine on broadcast stations sanctioned in 2022 over allegations of “undermining Nigeria’s national security by broadcasting documentaries on banditry in Nigeria”.
The affected broadcast stations were Multichoice Nigeria Limited, owners of DSTV; TelCom Satellite Limited (TSTV); Trust-TV Network Limited; and NTA StarTimes Limited.
The suit was filed by Media Rights Agenda (MRA).
Dissatisfied with the ruling, the NBC appealed the judgement filed an appeal at the court of appeal in Abuja.
In June, the court of appeal dismissed the commission’s appeal, holding that it was “fundamentally defective” and incompetent.
Jane Inyang, lead judge of the panel, held that the parties before the lower court were identified as “Incorporated Trustees of Media Rights Agenda (as applicant) and National Broadcasting Commission (as respondent)” but in the notice of appeal the purported appellant was described as the “Nigerian Broadcasting Commission”,
The judge held that the discrepancy was significant and that the court lacked jurisdiction to entertain the commission’s appeal.
In the application, the NBC urged the court to grant it leave to raise and argue a fresh issue on appeal relating to the legal capacity of MRA to institute and maintain the original suit before the lower court.
The commission argued that the defect in the earlier notice of appeal, which resulted in the dismissal of its appeal, arose “solely from an inadvertent misdescription” of its name by its lawyer.
The NBC told the court that the subsisting judgement raises questions on the commission’s statutory powers to regulate broadcasting and enforce compliance with broadcasting standards in Nigeria.
The commission argued that the subsisting judgment is capable of creating uncertainty regarding its regulatory powers if it is allowed to stand.
The NBC also argued that without the pronouncement by the appellate court on the issues raised in the appeal, its regulatory framework would be weakened.
“A weakened regulatory framework may embolden non-compliance with established broadcasting standards, thereby increasing the dissemination of false, misleading and unverified information capable of causing unnecessary public anxiety, panic and social unrest,” the NBC said.
“Absence of effective regulatory oversight may further encourage irresponsible broadcasting practices and the misuse of broadcast and digital media platforms by persons who deliberately publish sensational, inaccurate or inflammatory content to intimidate, harass or unduly influence individuals, institutions and public discourse.”
David Adedeji Adeleke, known professionally as Davido, has shared his past suicidal thoughts as he dropped Oriadé, his sixth studio album yesterday.
Davido
Davido said he chose the date on purpose as it marks exactly 15 years since he began his professional music career.
Oriadé is a Yoruba word combining “Ori,” meaning destiny, and “Adé,” meaning crown.
It translates to “the crowned head.” The album has 13 tracks and features Black Sherif, Aya Nakamura, Leon Thomas, Mayorkun, and Llona.
It follows his 2025 project, 5ive, which reached number two on the Billboard World Albums chart.
Davido also announced an international tour to support the new record.
In the days leading up to the release, Davido gave interviews that revealed personal details about his past and his current life.
Speaking to Vibe Magazine on Thursday, he described a 2014 incident in Ghana that left him feeling suicidal.
He said he invited a woman back to his hotel room after a show, and she later posted a photo of him sleeping online.
He said the fallout overwhelmed him.
“My daddy was calling me. My sisters were calling me. If I saw the balcony that day, I would have jumped,” he said.
He said he was young at the time and did not fully understand the consequences of his actions.
He described the experience as a turning point that changed how he thinks about privacy and fame.
In the same interview, he explained why he often dresses down in public despite his wealth.
He recalled a trip to the South of France where he went out in shorts and slippers without his watch.
“I’ve been on jets, I’ve been flying, I’ve been in all these places since I was a baby. I’ve been seeing money since I was a baby. So all these things don’t really excite me,” he said.
He added that he sometimes prefers to drive a Toyota to the supermarket in Atlanta instead of one of his luxury cars.
In a separate livestream with Davrel, Davido spoke about how his life has changed since marrying his wife, Chioma, and becoming a father.
He said his home no longer holds the large crowds it once did.
“I can no longer have 100 people in my house like before,” he said.
He said he speaks to Chioma every day regardless of his schedule.
He also disclosed that he spends between $200,000 and $300,000 a month on himself, not including costs for his wife, children, jewelry and cars.
He said the amount is lower when he is in the United States, where he described his lifestyle as quieter.
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