Broadcasting
Together, Agents and Humans Will Drive Customer Success
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.
Broadcasting
Northern Broadcasters Sue Arewa 24, 7 Others over Licensing
Board of Trustees of the Northern Broadcast Media Owners Association (NBMOA) has filed a lawsuit against the broadcast company Arewa 24 Limited and seven other entities, alleging they are operating without proper licenses.
The case, set for hearing before Justice Omotosho at the Federal High Court in the Federal Capital Territory (FCT), lists the National Broadcasting Commission (NBC), the Federal Ministry of Information and National Orientation, the Advertising Regulatory Council of Nigeria (ARCON), the Federal Competition and Consumer Protection Council (FCCPC), MIPAN, MultiChoice, StarTimes, and ADVAN as defendants.
In a statement issued in Abuja, Alhaji (Dr.) Ahmed Tijjani Ramalan, chairman of the NBMOA Board of Trustees, highlighted concerns that the unlicensed operations of the defendants pose a threat to Nigeria’s established legal and competitive media landscape, impacting media owners and audiences nationwide.
Ramalan stated, “Our objective is to ensure a fair, regulated media environment in line with established broadcasting standards, while maintaining a commitment to the rule of law.”
The NBMOA affirmed its commitment to lawful broadcasting standards and noted that it would refrain from further public comments until the legal proceedings are concluded to respect the judicial process.
Stakeholders in Nigeria’s broadcasting industry are closely watching the case, as its outcome could have significant implications for media regulation and licensing across the country
Broadcasting
Africa’s AI Transformation: Unlocking Potential and Driving Progress
By Matt Brittin, President of Google Europe, the Middle East and Africa
AI has the potential to drive progress and prosperity across the world. But nowhere is this more apparent than on the African continent. The next decade is set to be Africa’s digital decade – with emerging technologies like AI and the Cloud set to significantly accelerate the continent’s development, and over half the population accessing the Internet for the first time. Simply, AI presents an opportunity too significant to ignore for Africa.
Google is proud to be at the forefront of this transformation, but we’re prouder still of those driving this change. Across the region, African entrepreneurs, nonprofits and organisations are using innovation to solve complex challenges.
Earlier this week I visited Jacaranda Health in Nairobi, who are working to reduce Kenya’s high maternal death rate by using AI to ensure expectant and new moms get the care and information they need. Then there was AirQo, tackling the huge public health problem that is pollution by using AI to track and predict pollution – including in Lagos city.
And in the past few days, I’ve been fortunate enough to explore Nigeria with our Nigerian-born Head of Google Africa, Alex Okosi, and our wonderful local team of Nigerian experts. We’ve had inspiring conversations with business leaders already at the forefront of their industries and explored how to leverage the power of AI to scale their businesses. We also engaged with startups like Towntalk, Farmspeak, and BetaLife, who are using AI to solve some of Nigeria’s biggest challenges.
But AI’s opportunity can only be realised when everyone is included. This week, to help unlock the benefits of the digital economy to everyone, our Speech team in partnership with Google researchers in Accra, launched Voice Search, talk-to-type and voice input on Translate for 15 more African languages – enabling 300 million more Africans the freedom to interact with the web and communicate with their friends and family in the way that comes most naturally to many people: their voice. This includes Nigerian native languages Hausa, Yoruba, Igbo and Nigerian Pidgin, and is another great example of AI built with Africans for Africans.
We believe AI has a pivotal role to play in developing Nigeria’s tech ecosystem. For Africa to fulfil its potential as an AI leader, we need to invest in the skills and knowledge base of local talent. That’s why we’ve backed several initiatives to boost AI skills among developers, individuals and businesses in Nigeria and beyond.
Our Google Career Certificates are enabling Nigerians to develop work-readiness in skills like AI, cybersecurity, digital marketing and programming languages like Python and SQL. Meanwhile, skills-based initiatives like our Hustle Academy provide AI-focused training for small and medium-sized businesses in Nigeria, Kenya and South Africa.
And this week, we’ve announced an additional $5.8 million in funding to support foundational AI and cybersecurity training across these countries. That includes $1.5 million for Data Science Nigeria, who will train unemployed and at risk Nigerians in foundational digital and technology – while Raspberry Pi will also work with Data Science Nigeria to roll out AI literacy for Kenyan and Nigerian youth.
To further inspire the next generation, we are launching a program to train 25,000 educators, equipping them with the knowledge and resources to bring AI education to 125,000 students across Nigeria. By fostering an understanding of AI’s potential among young people, we can inspire them toward sustainable future jobs and empower them to shape a better future for themselves and their communities.
This progress is underpinned by infrastructure. In late 2022, our Equiano subsea fibre-optic cable launched in Lagos – providing a new generation of Nigerians with greater connectivity to expand their horizons. Technology alone is not the answer to everything, but it can provide the foundation that enables the next generation of African businesses to thrive. Ultimately, technology is the means by which we can improve lives.
If we measure this progress numerically, AI is a bet worth taking. For every $1 invested in Sub-Saharan Africa’s digital economy, we can generate $2 in economic value by 2030. For some nations, like Nigeria, the growth will be even greater, with an $8 return for every $1 invested.
But beyond the numbers are the stories of the lives we can transform. For every student at the start of their journey, or the budding entrepreneur with a great idea, investment truly matters. We can empower individuals with the knowledge to understand the digital tools at their fingertips. And just as importantly, we can inspire a mindset shift – a renewed belief in the power of education and skills to shape a better future.
We’re proud to have seen this development up close. Our commitment to the digital transformation of the continent began in 2007 with the opening of our first office in Nairobi, Kenya, where we later announced the launch of our Product Development Center in 2022. And in 2018, we opened an AI research centre in Accra, Ghana, where our teams on the ground explore how AI can be used to solve problems in Africa and beyond.
Collaboration is key, and we’ve worked to foster partnerships and develop programmes with institutions and innovators across Africa. By enabling governments and businesses to integrate technologies like AI into the way they operate, we believe we can improve efficiency and bridge divides.
But this is not just a Google story – it’s a true African success story in the making. AI is not something to be imposed on Africa from the top-down, but rather, built from the bottom-up. It’s about collaboration, partnerships, and putting local entrepreneurial talent in the driving seat.
The task now is to ensure that all Africans benefit from these technological breakthroughs – and to use AI responsibly and equitably. Africa is no stranger to leveraging technology for the greater good. African innovators have pioneered technology like mobile money systems – starting with M-Pesa in Kenya – that have influenced financial inclusion and the way the world does business.
So there is nowhere better placed than Africa to ensure the future of AI is in good hands. And if we succeed, it’s not just Africa that will benefit – but the whole world.
Broadcasting
Fire Razes 3 Radio Stations in Abia
Three radio stations lost their electronic broadcasting equipment worth millions on Saturday night in Aba, Abia state, when they were gutted by fire.
The affected radio stations were Enyimba 94.3 FM, Rose 101.9 FM and Legend 98.3 FM which were all located in the same building located o on the PZ axis of Aba-Owerri Road.
But for the intervention of the officials of the Abia State Fire Service, the fire may have spread to other buildings within the vicinity.
No life was lost in the raging inferno.
According to The Nation, a personnel of the Abia State Fire Service, who pleaded anonymity, called on owners of big factories and companies to procure fire extinguishers and hydrants to help assist manage and attack fire during such incident.
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