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Rise of the Machines – Chatbots Slated to Dominate Customer Service Channels by 2027

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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.


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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

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Premier League Agrees Record-Breaking £6.7Bn Deal with Sky Sports

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Sky Sports will air a minimum of 215 Premier League matches a season as part of a new domestic rights agreement which is worth a record £6.7billion.

Premier League Agrees Record-Breaking £6.7Bn Deal with Sky Sports

The broadcaster secured four of the five packages on offer in the Premier League’s latest domestic rights tender which will start in 2025-26, with TNT Sports netting the other package of 52 games.

PA News Agency understands Amazon – who show 20 matches per season under the league’s current deal, elected not to bid for any of the new packages – which run through to the end of the 2028-29 season.

The Premier League said the value of the agreements being announced, which also cover non-live rights, was £6.7billion, the largest sports media rights deal in UK history.

The current live TV deal, which runs through to 2024-25, has been reported to be worth £5billion over the three-year cycle.

Sky’s deal means it will screen up to 100 matches a season more than it currently does, the broadcaster said.

It keeps hold of the key Super Sunday 4.30pm slot and will broadcast all 10 final-day matches for the first time.

TNT’s deal means it retains the 12.30pm Saturday slot and full coverage of two midweek match rounds.

For the first time, all matches outside of those scheduled for 3pm Saturday will be screened live. A debate is ongoing about whether the blackout of TV coverage in the 3pm slot should be lifted for the women’s game.

Match of the Day remains the home for highlights of all 380 Premier League matches for the four seasons of the new cycle.

The Premier League’s chief executive Richard Masters said: “We are delighted to announce new deals with Sky Sports and TNT Sports that will extend our partnership for a further four years and see more Premier League matches than ever before shown live from 2025/26 onwards.

“As long-standing and valued partners, Sky Sports and TNT Sports are renowned for consistently delivering world-class coverage and programming.

“We have enjoyed record audiences and attendances in recent seasons, and we know that their continued innovation will drive more people to watch and follow the Premier League.

“We are also extremely pleased to extend our partnership with BBC Sport, which will continue to bring weekly highlights of all Premier League matches to the widest possible audience in the UK.

“Match of the Day has been an institution for generations of football fans in this country and remains incredibly popular with fans of all ages.

“The outcome of this process underlines the strength of the Premier League and is testament to our clubs, players and managers who continue to deliver the world’s most competitive football in full stadiums, and to supporters, who create an unrivalled atmosphere every week.”

TNT Sports have secured Package A, which includes 52 matches with the primary kick-off time being 12.30pm. Within that, they get 18 second picks of matches, 14 fourth picks and all 20 of the fourth and fifth midweek rounds in the season.

Sky has secured B, C, D and E, with Package D being the one featuring the Sunday 4.30pm kick-offs and 18 first picks, along with the final-day action live.

Four packages was the maximum any single broadcaster could buy, and despite the number of live games increasing from 200 to circa 270, the matches were split between fewer packages compared to the previous rights cycle.

It is understood that the make-up of the packages, and the difficulty in exploiting a premium, high-volume model within their Prime subscription service, was the reason for Amazon’s decision not to bid.

 


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AstraZeneca Set to Use AI to optimise Reforestation Programme in Africa

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AI deep learning model to monitor tree health, long-term survival and carbon sequestration; Commitment to plant and maintain up to six million trees in Kenya in support of climate action, human health and community resilience.

As part of its flagship AZ Forest programme, AstraZeneca has made a pledge to plant up to six million trees in western Kenya. The new project, announced at COP28, builds on the company’s recently expanded African reforestation initiatives in Ghana and Rwanda.[1] AZ Forest Africa is part of AstraZeneca’s broader commitment to plant and maintain more than 200 million trees across six continents by 2030, in recognition of the strong connection between human and planetary health.[2]

The reforestation in Kenya will span six counties in the west of the country, adjacent to the Rift Valley, covering more than 3,500 hectares of land. The project will be amongst the first to use an advanced AI deep learning model to analyse drone footage and satellite imagery to monitor tree growth and health, while also quantifying levels of carbon sequestration.[3]

Designed using a science-based approach and harnessing new technological innovations, the programme aims to promote long-term tree health, increase biodiversity of flora and fauna, and generate an economic boost for local communities.

The role nature-based solutions can play in addressing the climate-health crisis is a top agenda item at COP28, with the climate summit placing a focus on the progress made since the Glasgow Declaration of COP26 to end deforestation.[4,5] New research has underlined the impact that reforestation and the protection of existing trees can have in tackling climate change, potentially sequestering up to 226 gigatonnes of carbon.[3]

Juliette White, Vice President Global Sustainability, AstraZeneca, said: “The link between planetary and human health is clear.

“Investing in our natural world through tree planting and conservation, and limiting deforestation, are some of the most effective preventative health steps we can take.

“By expanding AZ Forest to Kenya, we are progressing our commitment to deliver reforestation at scale, with a science-led approach that benefits both the environment and local communities.”

AstraZeneca is working with world-leading experts to design and deliver its AZ Forest programme including with Earthbanc and the Green Planet Initiative 2050 Foundation (GPI2050) for its Kenya project. Indigenous and productive tree species will improve soil health and local crop yields, while produce including leaves and honey will benefit the local agroeconomy.

More than 5,000 local farmers and local community members will be engaged in the project, which also aims to support a groundbreaking reforestation ambition from the Kenyan government.[1]

Her Excellency Rachel Ruto First Lady of the Republic of Kenya, said: “Climate change affects us all and tackling it requires concerted action from governments, individuals, and business.

“We welcome AstraZeneca’s approach to reforestation: working with local communities to ensure economic benefits for people that match the positive impact on the planet. This initiative will contribute towards Kenya’s goal to plant 15 billion trees over the next decade.”

Tom Duncan, CEO, Earthbanc, said: “This land regeneration project in Kenya is a very exciting opportunity that we are pleased to support in collaboration with our partners. Earthbanc is committed to bringing private sector climate finance to accelerate and scale reforestation to meet the challenge of climate change.

“The AZ Forest initiative brings significant co-benefits with its focus on circular bioeconomy, sustainable communities, ecosystem health and sustainable markets.

“We are looking forward to this project launch and demonstrating that we can all play a part in the global effort towards planetary regeneration.”

Aside from Kenya, AZ Forest’s global programme which aims to span 100,000 hectares worldwide continues apace.[1] In Ghana, almost three million trees have been planted this year taking the total to over four million since the project began in 2021.[6] The project has engaged 1,200 farmers across 23 communities.

While in Rwanda, 6,000 farming households are signed up to the project, with 16 community nurseries established to grow a range of indigenous and fruit tree species. Planting is set to start in the coming months with a target to plant around 5.8 million trees across 21,000 hectares, in what is one of the largest forest restoration initiatives in Rwanda.


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Unveil Your Audio Odyssey With Spotify’s Wrapped Personalized User Experience

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It’s that time of the year again when music enthusiasts get to lean on Spotify to dive in and get a revelation of their top listening moments of the year.  Spotify Wrapped 2023 is upon us and individuals are ready to embark on their sonic adventure.

This year, Spotify Wrapped introduces listeners to an overview of their music preferences through an access to their personalized 2023 Wrapped experience. Spotify users will be able to exclusively unveil their listening journey on the Spotify mobile app on iOS and Android and also via web view on mobile or Desktop on Spotify.com/Wrapped.

Please make sure your Spotify app is updated to the latest version to access. The experience started rolling out to users globally on November 29 at 2PM WAT/ 3PM SAST/ 4PM EAT.

As you check the receipts on your year in review, only your Wrapped results can reveal what you were really feeling in 2023. Here’s what to look out for:

  • New data stories bringing you to the heart of their listening: In addition to your top artists, genres, songs, podcasts and minutes listened, we’re adding a few new features to look out for.

    • Me in 2023 celebrates a streaming habit that defined your listening this year. The experience will reveal one of 12 listening characters that best describes the way you listened on Spotify this year – examples include the Shapeshifter (you’re quick to move from one artist to the next), the Luminary (you play light, upbeat music more than others), or the Alchemist (you create your own playlists more than others do).

    • Sound Town matches you to a city based on your listening and shared artist affinity. Listening habits are shared in surprising ways across communities around the world, and 2023 Wrapped celebrates that.

  • Wrapped fan-favorites appear in a refreshed way users haven’t seen before:

    • Top 5 Genres story shows you how your top five music genres stacked up with a new sandwich-inspired design.

    • Top 5 Artists lets you see the month your listening peaked for each artist – painting a fuller picture of your entire year and all the moments that made it.

    • You will also get to hear from one of your top artists directly within your personalized Wrapped via Your Artist Messages. You can then visit the Wrapped feed for video messages from more than 40,000 artists including Taylor Swift, Burna Boy, Bad Bunny, SZA, Dolly Parton and more. See HERE for a video compilation of the artist’s messages.

  • Wrapped Feed: Right on your Spotify Home screen, the Wrapped feed is the one-stop shop for all things Wrapped, including the best of editorial playlists, merch from your top artists, concerts near you, and more.

  • Bringing AI DJ and Blend to the Wrapped experience: You’ll also see Wrapped come to life through some of our favorite product features like DJ and Blend.

    • Spotify’s AI DJ will guide listeners through their personalized Wrapped – serving up the music you loved this year and sharing commentary about some of your favorite artists, genres, songs and more. The experience will be available for the first week after Wrapped launches.

    • This year, you can invite your friends to create a Blend and tap the ‘2023 Wrapped Top Songs’ filter to combine all of your top songs from this year into one shared playlist. 2023 Wrapped Integrations

  • Wrapped on the Pitch with FC Barcelona: As a part of the continued partnership between Spotify and FC Barcelona, fans can find videos from some of their favorite players, including Robert Lewandowski, Alexia Putella and Pedri, guessing each other’s Wrapped. Additionally, 2023 Wrapped will be featured on the LED screens at upcoming matches for the men’s team December 3rd and the women’s team on December 10.

  • Wrapped themed integrations: Easily access Your Top Songs 2023 by asking Alexa, Google Assistant and Siri. You can also find Wrapped stickers on social platforms like WhatsApp and anywhere GIPHY Stickers are integrated.

Additionally, Spotify has also launched its Wrapped creator experience for podcasters and artists.  With access to their own individualized Wrapped microsite experience, creators can dive into all the ways in which their fans listened this year.


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