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
Transition to Digital TV to Unlock N605Bn New Revenue Streams – NBC

National Broadcasting Commission (NBC) has said that its planned Digital Switch-Over (DSO) project will create access to Nigeria’s N605.2 billion advertising market for broadcasters and content creators.

Speaking at a press conference, Charles Ebuebu, director-general, NBC, said the project is expected to officially launch nationwide on June 17, 2026, while analogue television broadcasting will completely end by December 31, 2028.
According to him, the switch from analogue to digital broadcasting will help government agencies deliver better television services across Nigeria in a way that is sustainable, reliable, and easier to regulate.
Ebuebu explained that digital broadcasting will allow broadcasters and content creators to earn more revenue because audience data can be measured more accurately.
He also said the project could benefit the economy through the release of valuable 700/800 MHz spectrum, which may generate more than $1 billion from future auctions.
The funds are expected to support digital infrastructure and expand broadband access in rural communities.
NBC added that Nigeria’s creative industry, which contributes about N5 trillion to GDP and supports more than 4.2 million jobs, could benefit from improved content distribution and export opportunities across West Africa using NigComSat-1R.
For consumers, NBC said the FreeTV service will not require monthly subscription payments. Households will only need a small satellite dish and an open-standard DVB-S2 decoder, estimated to cost between N15,000 and N25,000.
Broadcasters were encouraged to join the FreeTV platform and take advantage of an 18-month free carriage period.
However, the Commission noted that there is still an ongoing legal dispute involving local manufacturers over set-top boxes, although officials said this will not stop the national rollout.
On satellite expansion plans, Jane Egerton-Idehen, managing director and CEO, Nigerian Communications Satellite Limited, said NIGCOMSAT 2A is expected in 2028, while NIGCOMSAT 2B is planned for 2029.
She added that backup arrangements have already been made to ensure uninterrupted service and that migration to the new system will happen gradually across different regions to avoid nationwide disruptions.
Broadcasting
NBC Sets 2028 Deadline for Full Digital Switch-Over

National Broadcasting Commission (NBC) has unveiled a new “Big Picture” strategy aimed at achieving full nationwide Digital Switch-Over (DSO) by December 31, 2028.

DSOis designed to provide Nigerians with superior picture and sound quality while unlocking an estimated N605.2 billion in advertising revenue and generating over $1 billion from digital spectrum auctions.
Charles Ebuebu, director-general of NBC, in a statement issued on Monday, said the revised strategy adopts a converged broadcasting model combining Direct-to-Home (DTH), Digital Terrestrial Television (DTT) and Internet Protocol (IP) systems to expand access to digital television services nationwide.
The Commission also announced June 17, 2026, as the official national launch date for the renewed rollout, describing the framework as a more practical pathway toward a sustainable and affordable digital broadcasting system after nearly two decades of delays.
Ebuebu, said that the transition is no longer being treated as a competition between technologies but as a unified access solution tailored to Nigeria’s geographic and infrastructure realities.
“The Big Picture strategy recognises convergence as the future of broadcasting and aligns with the 2012 DSO White Paper, which adopted both terrestrial and satellite standards including DVB-T and DVB-S2 technologies,” the statement said.
NBC said the Nigerian Communications Satellite Limited (NIGCOMSAT) would play a central role in national content distribution, particularly in underserved and remote areas where terrestrial infrastructure remains weak.
The Commission cited countries such as the United Kingdom, Australia, Kenya, South Africa and Morocco as examples of jurisdictions that successfully adopted hybrid digital broadcasting models to accelerate migration from analogue systems.
On affordability, NBC assured Nigerians that the proposed FreeTV platform would remain subscription-free for baseline access, adding that compatible DVB-S2 decoders currently cost between N15,000 and N25,000. It said discussions were ongoing on possible subsidy arrangements and financing options for low-income households.
The regulator also defended its plan to support both local manufacturing and transitional importation of set-top boxes, noting that Nigeria would require millions of devices over several years to complete the migration.
Beyond transmission, NBC disclosed plans to introduce a national audience measurement system under the GARB ratings framework to improve advertising transparency and broadcasting analytics.
It projected that the DSO programme could unlock Nigeria’s estimated N605.2 billion advertising market while also freeing up valuable digital dividend spectrum estimated at over $1 billion.
NBC further said Nigeria’s creative industry, valued at about N5 trillion and employing more than 4.2 million people, stands to benefit from expanded distribution channels and improved content monetisation.
Broadcasters, it added, would enjoy free carriage on the platform for 18 months, alongside wider national reach, indigenous language channels and improved commercial opportunities.
Broadcasting
STBMAN Warns of “Broadcasting Crisis”, Urges Tinubu to Halt NBC’s DSO

Association of Licensed Set-Top Box Manufacturers of Nigeria (STBMAN) has warned that the unilateral implementation transition from analogue to digital broadcasting, could trigger confusion, legal disputes, and disruptions capable of undermining the credibility of the 2027 general election.

STBMAN urged President Bola Ahmed Tinubu to urgently intervene and halt what it described as a unilateral implementation process, pending wider consultations with stakeholders in the broadcasting industry.
Sir Godfrey Ohuabunwa, chairman of the association in statement in Abuja, faulted the current implementation process by the National Broadcasting Commission’s (NBC).
STBMAN said that although it supports Nigeria’s digital migration programme, the approach currently being pursued by the NBC appeared rushed and inconsistent with the 2012 Digital Switchover (DSO) White Paper approved by the Federal Executive Council.
The association argued that the arrangement being presented as a Digital Switchover was merely the aggregation of channels on NigComSat platforms rather than a fully Digital Terrestrial Television (DTT) migration as originally envisioned under the national DSO framework.
According to the group, failure to carry critical stakeholders along could erode public confidence, weaken access to information, and create avoidable disruptions in the broadcasting sector at a politically sensitive period ahead of the 2027 elections.
It noted that millions of Nigerians still depend on free-to-air broadcasting for information dissemination, civic education, election coverage,e and public enlightenment.
The group stressed that any poorly coordinated migration process could result in signal disruptions, public confusion, and unequal access to information during the election season.
STBMAN also expressed concern that the NBC risked creating a conflict of interest by acting simultaneously as regulator and content aggregator, contrary to the spirit of the 2012 White Paper and global best practices guiding digital broadcasting migration.
The association, therefore, called for an urgent national stakeholders’ roundtable, an independent legal and technical review of the DSO process, review and update of the 2012 DSO White Paper, nationwide public sensitisation on the implications of digital migration, and measures to protect local broadcasting and public interest.
It maintained that it was not opposed to digital migration but insisted that the process must be transparent, inclusive, lawful, and technically sound.
The group warned that failure to properly manage the transition could weaken democratic communication structures, waste public resources, and negatively affect national cohesion and the credibility of the 2027 elections.
“Mr. President, Nigeria cannot afford confusion in its broadcasting system at a time the nation is preparing for another critical democratic transition. The time to act is now,” the statement added.
Association of Licensed Set-Top Box Manufacturers of Nigeria, represents domestic electronics manufacturers responsible for producing the decoder boxes needed for the country’s transition from analogue to digital broadcasting.
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