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

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George Muhia
George Muhia
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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

Broadcasting

Lebara Nigeria Launches Lebara Play, Africa’s First Telecom-Owned Micro-Drama Platform

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Lebara Nigeria has announced the launch of Lebara Play, described as Africa’s first telecoms-owned micro-drama platform aimed at expanding opportunities for African storytellers and distributing local content to global audiences.

Lebara Nigeria Launches Lebara Play, Africa’s First Telecom-Owned Micro-Drama Platform

The company said the platform is designed to support creators by providing a new distribution channel for African narratives while making content accessible to both subscribers and non-subscribers worldwide.

Lebara Nigeria added that the platform will debut with an original production titled Imported Bahu, produced by Forever 7 and starring Osas Ighodaro.

The project is directed by Hamisha Daryani Ahuja, known for her work on Namaste Wahala, and is positioned as the first in a series of original content offerings.

According to the company, Lebara Play is built to serve both creators and audiences, with a focus on showcasing African stories to a global market and strengthening the continent’s growing digital entertainment ecosystem.

Speaking on the company’s vision at the launch, Teniola Stuffman, chief executive officer, Lebara Nigeria, said the organisation was focused on building a telecommunications ecosystem that combined innovation, connectivity, and customer-centric digital experiences.

Stuffman said, “This platform represents an important step in our vision of building a telecommunications brand that delivers more than connectivity. We are creating an ecosystem where technology, innovation, and entertainment come together to provide meaningful experiences for customers while unlocking new opportunities for creative talent and content development across Africa.”

Beyond entertainment, she said, industry stakeholders believed the initiative demonstrated how global telecommunications expertise could be adapted to local market realities.

“Drawing from decades of experience across multiple international markets, Lebara is expected to introduce additional innovative services aimed at enhancing convenience, engagement, and value for Nigerian consumers,” she said.

Stuffman added that the company’s strategy reflected growing recognition that today’s telecom customers demanded more than network access, pointing out that consumers increasingly seek brands that offer seamless digital experiences, personalised services, and access to content that enriches everyday life.

Stuffman stated that LebaraPlay also aligned with the company’s commitment to supporting Africa’s creative economy by creating new distribution channels for content creators, producers, and digital storytellers.

“Through a combination of original productions and strategic partnerships, the platform seeks to create opportunities for talent while delivering quality entertainment to audiences,” she said.

Hamisha Daryani, founder of Forever7 Entertainment, expressed excitement over the partnership with Lebara Nigeria and the premiere of her latest micro-drama series on the LebaraPlay platform.

She stated that Lebara’s customer-centric vision aligns closely with the values of Forever7 Entertainment, making the collaboration a natural fit for both organisations.

Daryani revealed that the new microdrama featured a star-studded cast drawn from both Bollywood and Nollywood, in a compelling romantic story designed specifically for mobile audiences.

According to her, the production is developed with mobile-first consumers in mind, delivering premium entertainment in short, engaging formats at an affordable cost.

“Microdrama, which typically consists of short episodes of about three minutes, is redefining how audiences consume entertainment. It offers a convenient, immersive, and affordable viewing experience for people who increasingly access content through their mobile devices,” she said.

She added that the platform was created to support seamless creative expression while providing new opportunities for content creators across the continent.

Daryani further explained that the microdrama format has already achieved significant success in Asia and the Americas and is now gaining traction across Africa.

She said the initiative would create opportunities for emerging creatives through knowledge sharing, skills development, content curation, and industry collaboration, with the Nigerian rollout of the featured series expected to commence in July.

 


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CANAL+ Partners Samsung to Pre-Load DStv Stream on New Samsung TVs In Nigeria, Other African Countries

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Following an expanded partnership between CANAL+ and Samsung Electronics, the DStv Stream app will now be pre-installed on new Samsung Smart TVs sold in Nigeria and 17 other African countries.

The agreement covers English and Portuguese-speaking African markets, including Nigeria, Kenya, Angola, Tanzania, Uganda, Zambia, Zimbabwe and South Africa. It marks the first pre-installation rollout of a MultiChoice Group streaming application on Samsung Smart TVs.

The development comes after the completion of the combination between CANAL+ and MultiChoice Group. It also extends an existing relationship between both companies that already spans 40 markets across Europe, French-speaking Africa, and Asia.

Through the integration, Samsung customers can now access DStv Stream directly from the television home screen. The app provides access to premium sports and entertainment content, including coverage of the FIFA World Cup 2026, English Premier League football, domestic and international rugby, and local and international television programming.

With the introduction of this connected television which kicked off on June 1, televisions can now connect to the internet, allowing users to stream content directly without requiring a separate decoder or satellite dish. The pre-installation of the app removes the need for users to search for and download it themselves, reducing friction and improving content discoverability.

The rollout is one of the first major distribution initiatives following the integration of CANAL+ and MultiChoice. The combined group has identified streaming growth and enhanced digital distribution as key priorities across Africa, where connected television adoption continues to increase.

David Mignot, CEO of CANAL+ Africa and CEO of MultiChoice Group, affirmed, “We are delighted to extend our longstanding partnership with Samsung across new English and Portuguese-speaking African countries. It marks a significant milestone in the synergies created by the combination of CANAL+ and MultiChoice Group.

“Mignot added, “As viewing habits continue to evolve rapidly across the continent, strengthening the accessibility and discoverability of our content offer on connected devices is key. By expanding the availability of our applications on Samsung Smart TVs across key African markets, we are making it even easier for millions of MultiChoice Group’s subscribers to seamlessly access the content that define the uniqueness of the CANAL+ and MultiChoice Group experience.”

This extended partnership is expected to strengthen Samsung’s position as a key distribution partner for streaming services globally while providing CANAL+ and MultiChoice with a broader route to market as competition intensifies among international and regional streaming platforms across Africa.


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Court Deals Fresh Blow to NBC, Throws Out Appeal over Broadcast Fines

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The Court of Appeal in Abuja has dismissed an appeal filed by the National Broadcasting Commission (NBC) challenging a Federal High Court judgment that restrained the commission from imposing fines on broadcast stations.

Court Deals Fresh Blow to NBC, Throws Out Appeal Over Broadcast Fines

Delivering judgment, Justice Jane Esienanwan Inyang held that the appeal was fundamentally defective and therefore incompetent.

The appeal stemmed from a Jan. 17, 2024 judgment delivered by Justice Rita Ofili-Ajumogobia of the Federal High Court, Abuja, which barred the NBC from enforcing N5 million fines imposed on several broadcast stations in 2022.

The sanctions had been issued over allegations that the stations aired documentaries on banditry and insecurity considered by the commission to be capable of undermining national security.

The affected broadcasters included Multichoice Nigeria Limited, owners of DStv, TelCom Satellite Limited, Trust TV Network Limited and NTA StarTimes Limited.

The suit was instituted by Media Rights Agenda (MRA), which challenged the legality of the fines imposed by the commission.

In her ruling, Justice Inyang pointed to a discrepancy in the appeal documents, noting that the respondent before the Federal High Court was listed as the “National Broadcasting Commission,” while the notice of appeal identified the appellant as the “Nigerian Broadcasting Commission.”

According to the court, the inconsistency was substantial enough to deprive it of the jurisdiction required to entertain the appeal.

“The notice of appeal is the foundation of an appeal and a condition precedent to the exercise of appellate jurisdiction by this court,” the judge held.

Consequently, the appeal was struck out without consideration of the substantive issues raised by the commission.

The ruling represents another setback for the NBC in its efforts to defend its authority to sanction broadcast organisations through administrative fines.

In April 2026, the Court of Appeal similarly dismissed a separate appeal by the commission against another judgment that restricted its powers to impose fines on broadcasters.

Earlier, in May 2023, the Federal High Court in Abuja ruled that the NBC lacked the judicial authority to impose penalties on media organisations without recourse to the courts.

The controversy over the commission’s sanctioning powers dates back to March 2019 when the NBC imposed N500,000 fines on 45 broadcast stations for alleged violations of the Nigerian Broadcasting Code during the general elections.

At the time, the then Director-General of the commission, Is’haq Kawu, said the sanctions were imposed for ethical breaches and violations of broadcasting regulations.

Legal analysts say the latest judgment reinforces previous court decisions limiting the commission’s authority to impose fines on broadcasters without judicial intervention.


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