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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

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CCPT Dismisses Class Action Suit against MultiChoice over Tariff Hikes

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Competition and Consumer Protection Tribunal (CCPT) in Abuja has dismissed a class action suit filed by one Uche Diala and 961 other DStv and GOtv subscribers against MultiChoice Nigeria and the Federal Competition and Consumer Protection Commission (FCCPC), citing lack of jurisdiction.

CCPT Dismisses Class Action Suit against MultiChoice over Tariff Hikes

The suit challenged MultiChoice’s subscription price increases in November 2023 and May 2024, which the claimants described as arbitrary, exploitative, and unfair.

Diala and others sought to reverse the hikes and compel the company to adopt a more flexible billing model, such as a pay-as-you-view system used in other countries like South Africa.

They also accused MultiChoice of price discrimination against Nigerian consumers.

MultiChoice, through its counsel, raised a preliminary objection, arguing that pricing decisions do not fall within the tribunal’s remit and that the suit was improperly filed as a class action without first seeking the tribunal’s leave.

In its ruling on Thursday, the tribunal’s three-member panel led by Justice Thomas Okosun held that the core issues raised, which were pricing and tariff regulation, fall under the exclusive purview of the executive branch, particularly the President, as stipulated under the Price Control Act.

“The issue of price regulation is a matter that falls within the exclusive purview of the President of the Federal Republic of Nigeria,” Okosun stated.

While the tribunal acknowledged it holds both original and appellate jurisdiction under the FCCPC Act, it emphasized that such authority does not cover general price control unless abuse of market dominance is established—a point the claimants failed to prove.

On the procedural matter of filing a class action without prior approval, the tribunal noted that although it is ideal to obtain leave, failure to do so was not fatal in this instance since the claimants demonstrated a shared grievance and common interest.

Nonetheless, the tribunal upheld MultiChoice’s objection, ruling that it lacked jurisdiction to adjudicate the matter.

“The preliminary objection of the first defendant succeeds,” the panel held. “This suit is accordingly struck out for want of jurisdiction.”

This ruling follows a similar outcome on May 8, when a Federal High Court in Abuja upheld MultiChoice’s price increases after the company sued the FCCPC.

In that judgment, Justice James Omotoso declared that the FCCPC lacked the authority to fix or suspend subscription rates.


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MultiChoice Nigeria Slashes Decoder Price by 50 Percent, Offers Free Upgrades

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MultiChoice Nigeria has slashed the price of its DStv decoder from N20,000 to N10,000, representing a 50 percent drop, in a aim at attracting attract more customers and curb declining subscriptions.

MultiChoice Nigeria Slashes Decoder Price by 50 Percent, Offers Free Upgrades

The campaign, titled “We’ve Got You,” was launched on June 16 and will continue until July 31.

Also, as part of its efforts to ease economic pressure on households and improve access to digital TV services, the campaign offers a free upgrade for both active and returning customers.

Speaking on the campaign, John Ugbe, chief executive officer (CEO) of MultiChoice Nigeria, said the initiative reflects the company’s commitment to rewarding loyalty and enhancing daily viewing experiences.

“We want to ensure our customers feel appreciated and have access to the best entertainment every day,” Ugbe said.

“The ‘We’veGot You’ campaign is about making premium content more accessible and showing that DStv offers something for everyone, not just football fans.

“By repositioning itself as a platform for daily value, DStv aims to encourage content discovery across a wider array of genres, including movies, drama, kids’ programming, and news.

“This means more channels, more shows, and more reasons to tune in every day.”

The development comes amid MultiChoice Nigeria’s legal battle with the Federal Competition and Consumer Protection Commission (FCCPC) over price hike.

 


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Qatar Airways Top Brass Face Court Action in Nigeria Over FCCPC Charges

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Federal Competition and Consumer Protection Commission (FCCPC) will, on Oct. 7, arraigned the Chief Executive Officer (CEO) of Qatar Airways, Mr Temi Birdzell, alongside the company and its top officers, over allegations bordering on breach of FCCPC Act, 2018.

The defendants will be arraigned before Justice James Omotosho of the Federal High Court in Abuja.

Others to be arraigned with Birdzell are Stella Ihediwa, the Account Manager of the airline; Kennedy Chirchir, the Country Manager and Eva Ojeje, who is the Sales Manager of the company.

Although the arraignment was scheduled for Tuesday, the matter could not proceed.

Upon resumed hearing, none of the defendants was in court.

When the matter was called on Tuesday, none of the defendants was in court due to improper service of the court documents, including the hearing notice, on them.

FCCPC.’s lawyer, Chizenum Nsitem, told the court of their inability to serve four of the defendants, although the company was served.

Nsitem then sought an adjournment to enable them do the needful and the judge adjourned the matter until Oct. 7 for the defendants to take their plea.

The News Agency of Nigeria (NAN) reports that the commission, in the charge marked: FHC/ABJ/CR/200/2025, dragged Qatar Airways, Birdzell, Ihediwa, Chirchir and Ojeje to court as 1st to 5th defendants respectively.

FCCPC, in the application dated May 26 but filed May 27, had preferred a two-count charge against the defendants.

The defendants were alleged to have failed to appear before FCCPC in compliance with a lawful summons of the commission dated Sept. 6, 2024, and thereby committed an offence contrary to and punishable under Section 33 (3) of the Federal Competition and Consumer Protection (FCCPC) Act, 2018.

They were also accused to have on Sept. 18, 2024, intentionally withheld the production of documents in compliance wth a lawful summons of the commission, thereby committed an offence contrary to and punishable under Section 111 of FCCP Act, 2018.

In count three, they were alleged to have on Sept. 18, 2024, engaged in the contravention of the consumer rights, thereby committed an offence contrary to Section 124(1) and punishable under Section 155 of the same Act.


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