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Together, Agents and Humans Will Drive Customer Success

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By Linda Saunders, Director Solutions Engineering, Africa Salesforce

AI is advancing rapidly, capturing the attention of CEOs, CTOs, and CIOs with its proven ability to boost productivity, enhance employee performance, and improve customer relationships.

We are entering the third wave of AI where autonomous AI agents will go beyond simply generating and analysing content, as chatbots and copilots did in the first and second waves and will be able to reason and autonomously take action for human colleagues. Indeed, they’ll work 24/7 to tackle individual, low-value, time-consuming tasks or collaborate with other agents to get larger, more complex jobs and projects done.

In sales, for example, they’ll engage with prospects, answer questions, manage objections, and schedule meetings based on CRM and external data, allowing sellers to focus on building deeper customer relationships. With dynamic, conversational self-service, they can be configured to answer customer questions using companies’ existing knowledge base so they can automatically resolve account access. They can also triage registration and payment issues, directing customers to the appropriate resources.

Put simply, the future of AI is agents, and it’s here. Companies need to get ready to implement fast as these autonomous agents will become central to organizations’ customer engagement and experience strategies.

Working together, these customisable agents can autonomously take action on tasks and free up workers to focus on the jobs only they can do.

At Dreamforce, Salesforce unveiled Agentforce – a groundbreaking suite of customizable, autonomous agents and tools, makes it easy for customers to build their own ‘agent force’ — a revolutionary step forward in enterprise AI that will boost productivity, efficiency, and customer satisfaction across service, sales, marketing, commerce, and more. Agentforce is how humans with AI drive customer success together and it’s been designed so that any organisation can build, customise, and deploy their own agents quickly and easily, with low-code tools.]

Complementing skills, and ensuring accountability

The leap from generative to agentic AI will transform how humans work.

Despite business eagerness to experiment with and deploy AI, many still worry about how to do so safely, how to keep data under their control, and make sure they can trust the AI’s output.

There is considerable concern about AI ‌displacing workers or becoming too powerful and working at odds with humans.

Agents require guardrails, and they have to be monitored to make sure that they’re doing what they’re supposed to.

Success requires not just finding the AI models or building AI actions that best suit a company’s needs but having the infrastructure and data security to do so responsibly.

Audit trails are necessary to hold autonomous AI agents accountable, just as employers might establish key performance indicators (KPIs) to keep human workers marching toward their expected goals.

It’s important to think about the role of agents at work as a partnership between people and AI. Complementing skills and intelligence will bring better business outcomes.

While agents can orchestrate complex actions on behalf of the user, they require those skills to be configured and need a degree of hand-holding to perform at their best.

Businesses need to take their employees on the AI journey. They will require training to work with autonomous AI agents because they need context and onboarding much like new employees.

Setting direction, clear goals, and giving feedback ultimately helps AI train itself better.

The future of work is a hybrid workforce

Together, agents with humans will drive customer success. This is what AI is meant to be.

Every company has more jobs to be done than the resources available to do them. As a result, many jobs go unaddressed or uncompleted.

An estimated 41% of employee time is spent on repetitive, low-impact work, and 65% of desk workers believe generative AI will allow them to be more strategic, according to the Salesforce Trends in AI Report.

However, it’s essential for AI agents to understand and execute their expansive capabilities. It’s equally, if not more, important for them to recognize their limitations and understand when human intervention is necessary.

The future of work is a hybrid workforce composed of humans with agents, enabling companies to compete in an ever-changing world. With AI, humans can focus on what’s really important: human relationships.


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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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FG to Gift Nigerians over 100 Free TV Channels from May 15

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National Broadcasting Commission (NBC) is set to launch so-called  FreeTV, with over 100 channels for news, sports, education, entertainment and children’s programming in multiple Nigerian languages.

FG to Gift Nigerians over 100 Free TV Channels from May 15

The launch is scheduled for  May 15.

Charles Ebuebu, director-general, NBC, who disclosed this, said the new platform will offer free-to-air access with no carriage fees, leveraging hybrid satellite and internet delivery via NigComSat-1R.

The new plan is not an upgrade, the NBC stressed. This is a rebuild, according to Ebuebu .

FreeTV will be true free-to-air – no encryption, no set-top box barrier.

Any DVB-T2/S2 television will work. A mobile app will extend reach to phones and tablets.

The platform will launch with over 100 national, regional and state channels across sports, news, children’s programming, education, entertainment and cultural content in Hausa, Yoruba, Igbo, Tiv, Ijaw, Edo, Fulfulde, Ibibio, Efik and Nupe – all in HD.

Crucially, the NBC has partnered with a Bulgarian firm, GARB (operating since 2006 and recognised by the European Broadcast Union), to deliver a 94 per cent-accurate audience measurement system using return-path data, app analytics, demographic panels, and Artificial Intelligence (AI).

To qualify broadcasters, must commit their channels, produce a minimum of 60 per cent local content, and promote FreeTV until January 2029.

After that, a regulated tiered rate card takes effect.

According to NBC, the strategic rationale is simple: build viewers first, monetise later.

The document further revealed that six regional production hubs in Lagos, Abuja, Port Harcourt, Enugu, Kano and Benin would function as local content factories, expected to generate 500 to 1,000 jobs per zone within two years.

 


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What Adekunle Gold’s Support Means for ‘The Gathering on 100

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Popular Nigerian artist Adekunle Gold has lent his support to the growing youth-driven movement behind The Gathering on 100, further amplifying conversations around what is fast becoming one of the most talked-about upcoming experiences among young Nigerians.

What Adekunle Gold’s Support Means for ‘The Gathering on 100

Adekunle Gold

Known for his music and his strong connection with youth culture and evolving creative expression, Adekunle Gold’s involvement signals a deeper alignment between the event and the kind of audience it is attracting, a generation that is bold, expressive, and constantly redefining what community looks like.

While details of his involvement remain understated, his visible support adds a new layer of support and cultural relevance to the movement. In a landscape where attention is currency, endorsements from artists of his stature often act as a signal, drawing more eyes, more curiosity, and ultimately, more participation, but beyond visibility, the significance lies in what it represents.

The new father has, over the years, built a reputation for embracing creativity in its many forms, from music to visual storytelling, fashion, and digital engagement. His brand has consistently resonated with young Nigerians navigating similar spaces of self-expression and identity.

From interactive experiences like live music sessions and open performance moments to fashion runways and content creation spaces, the event is designed to blur the lines between audience and participant. It invites attendees to move beyond observation and become part of the moment.

This is a concept that closely mirrors the kind of cultural shift Adekunle Gold has been part of, one where boundaries between creator and consumer continue to dissolve.

His support also reflects a broader trend within Nigeria’s entertainment industry, where artists are increasingly engaging with youth-led initiatives that go beyond traditional performances. Rather than simply appearing on stage, they are aligning with movements that foster community, creativity, and shared experience.

For fans and attendees, this adds another dimension to what The Gathering on 100 represents.

As registrations increase and conversations expand across social platforms, the movement is gradually taking shape through the collective interest of those drawn to it.

Head to gathering.com to register.


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INEC Warns Broadcasters against Misinformation ahead of 2027 Polls

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Prof. Joash Amupitan, chairman, Independent National Electoral Commission (INEC), has urged broadcast organisations in Nigeria to exercise greater responsibility in the dissemination of information as the country prepares for the 2027 general elections.

INEC Warns Broadcasters against Misinformation ahead of 2027 Polls

Amupitan made the call on Wednesday, while addressing participants at the 81st General Assembly of the Broadcasting Organisations of Nigeria (BON), where he highlighted the growing influence of the media in shaping electoral processes.

He noted that the information environment has become increasingly significant in modern elections, warning that the spread of false or misleading information through broadcast channels could undermine public confidence in the electoral system.

According to the INEC chairman, media organisations must ensure strict compliance with the provisions of the Electoral Act 2026, particularly those relating to  political broadcasting. Politics

He explained that the law requires equitable access to broadcast platforms for all registered political parties, stressing that fairness in media coverage is essential to maintaining a level playing field during elections.

“With 22 registered political parties, fairness in airtime allocation and coverage is a legal obligation,” Amupitan said.

The INEC chairman also cautioned broadcasters against airing content that contains abusive, inflammatory, or divisive language capable of inciting ethnic, religious, or sectional tensions.

Such broadcasts, he said, could threaten national unity and disrupt the electoral process if not properly managed.

Amupitan further reminded media organisations about the 24-hour cooling-off period mandated by law before election day, during which all political campaigns and advertisements must cease.

He explained that the measure is intended to provide voters with time to reflect on their choices without being influenced by last-minute campaign messaging.

While acknowledging the constitutional guarantee of freedom of expression, Amupitan emphasised that the right must be exercised within the limits of the law.

He noted that the airwaves are a public resource and must therefore be used responsibly to ensure fairness, balance, and equal access for all political actors.

The INEC chairman also pointed to the collaborative roles of INEC and the National Broadcasting Commission (NBC) in regulating political broadcasting, although he acknowledged that certain challenges persist.

These challenges, he said, include regulatory overlaps, gaps in enforcement, and the increasing convergence of traditional broadcast media with digital platforms, which has made monitoring political communication more complex.

Amupitan also expressed concern over perceived incumbency advantages in state-owned broadcast stations and the growing commercialisation of political airtime, warning that these practices could disadvantage smaller political parties. Politics

To address these concerns, he called for stronger collaboration between regulatory agencies, clearer guidelines on equal access to media platforms, and improved systems for fact-checking and verification.

He also advocated increased transparency in political advertising, including the disclosure of sponsorship and pricing structures.

Amupitan urged broadcasters to prioritise accuracy and professionalism in their operations, encouraging them to verify information before dissemination and play an active role in combating fake news.

He also called on the media to contribute to voter education and civic mobilisation, noting that public participation is vital to strengthening Nigeria’s democratic process.

Reaffirming the commission’s commitment to transparency, the INEC chairman advised media organisations to rely on official INEC communication channels for verified electoral information.

He added that the credibility of the 2027 general elections would depend not only on electoral logistics and technology but also on the integrity of the country’s information environment.


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