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Trusted, conversational AI will drive productivity & decision-making – here’s how

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By Zuko Mdwaba, Salesforce Area VP / Africa Executive

Businesses are embracing AI and increasing productivity across every industry, with 45% of executive leaders reporting increased investments in AI. Early enterprise adopters are already seeing the benefits, and freeing up more than 30% of time from every employee so they can be more strategic and creative.

Moving forward, every company will undergo an AI transformation to increase productivity and drive efficiency. As the technology continues to advance, it is becoming easier than ever to apply its insights and tailored content to everyday business decisions. By infusing trusted AI across every job, business, and industry, together we can unlock a more productive, innovative business economy.

Nowhere is the potential for transformation more clear than with conversational AI – assisting users within their flow of work, enabling them to ask questions in natural language, and receive relevant and trustworthy answers that are grounded in secure company data.

The capability to offer options for additional actions beyond the user’s query – such as a recommended action plan after a sales call, or creating a new service knowledge article – is fundamentally reshaping how people build and interact with business applications to achieve higher performance and job satisfaction.

At Dreamforce recently, Salesforce introduced the next generation of Einstein, its AI technology, bringing conversational AI to any workflow, user, department and industry. This includes Einstein Copilot – a trusted out-of-the-box conversational AI assistant, built into the user experience of every Salesforce application.

The great advantage of this technology is that it can be customised and built to the unique specifications of any business, allowing employees to easily integrate it into their day-to-day work.

For marketers, for example, it means benefiting from automatically generated email copy for campaigns, creating smarter campaign segmentation, and creating website landing pages based on personalised consumer browsing and buying preferences.

In commerce, it means taking care of complex and time-consuming tasks like managing multi-product catalogue data, creating product descriptions in multiple languages, personalising product promotions, and generating search engine optimisation (SEO) metadata that drive conversions. Embedding AI assistants into websites will enhance customer interactions by powering real-time chat, or integrating with messaging platforms like WhatsApp, or SMS.

In healthcare, an administrator can automatically reduce patient scheduling no-shows and generate appointment summaries. In financial services, an advisor can analyse client spending and savings history to offer personalised coaching and create tailored plans and goals.

The need for secure AI architecture

Any business’ AI strategy is only as good as its data strategy. Yet today’s customer data has never been more fragmented.

On average, organisations are using 1,061 different applications, yet only 29% of them are currently integrated.

What companies really want is one connected platform or one that will connect all of their data. In this era of AI, organisations need a customer data platform that acts as a single source of truth enabling them to drive business resilience, meaningful customer engagement, and future growth.

With a secure AI architecture, teams can benefit from generative AI without compromising their customer data, while at the same time letting companies use their trusted data to improve generative AI responses.

It’s crucial that AI recommendations are reliable, and that users are enabled to train models on their own data and validate these responses. Every effort to mitigate harmful outputs by conducting bias, explainability, and robustness assessments should always be a priority in AI.

By combining an integrated customer data platform with a conversational AI platform that draws on secure, trusted data, business leaders and their employees can be confident in making better, data-driven decisions.

The era of generative AI is just getting started, but the full potential of this technology’s benefits is yet to be realised. There is so much promise and opportunity for businesses to gain real value and growth, ultimately giving employees and customers a better experience.


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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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9mobile Nigeria Inks Agreement to Roam with MTN

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9mobile, Nigerian operator, has reportedly gained approval for roaming on the MTN Nigeria network in a deal that some commentators suggest could improve its position in the market and, more specifically, tempt back lost subscribers.

9mobile Nigeria Inks Agreement to Roam with MTN

After finally gaining regulatory approval from the Nigerian Communications Commission (NCC), 9mobile plans to launch national roaming services on the MTN network from this month.

Under the agreement, 9mobile subscribers will gain access to MTN’s infrastructure for calls, texts and data in areas where 9mobile’s coverage is weak or unavailable.

For 9mobile, the deal offers a cost-effective way to expand coverage without the heavy investment required for nationwide infrastructure.

According to ITWeb Africa, the decision comes nearly five years after initial discussions – much longer than expected due, the Techloy news service said, to regulatory bottlenecks, shifting market conditions, and unclear execution timelines.

It may, however, prove pivotal for 9mobile, whose market share has dwindled to 1.72% in April 2025, down from 6.6% in 2020 when the proposal was first submitted. Indeed, in 2015 the company once known as Etisalat Nigeria had over 23 million subscribers and a 15.7% market share.

Of course, there’s also something in this for MTN. In exchange for network access, MTN gains utilisation rights to 9mobile’s underused spectrum in the 900MHz, 1800MHz, and 2100MHz bands – key frequencies for expanding coverage and improving data capacity.

For MTN, which serves over 84 million subscribers, this additional spectrum could reduce congestion and improve service quality.

The company has also had financial difficulties in the Nigerian market due to the naira’s substantial depreciation; this deal could support better service provision at a reduced cost.

That said, MTN Nigeria’s results for the first quarter to March 31 2025 were apparently much improved, and the company recently announced a massive capital expenditure drive for 2025 of some NGN900 billion (US$568.5 million) as it seeks to significantly enhance network service quality in major cities like Lagos and Abuja and extend improvements to other areas.


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Banks, Telcos to Start Deducting USSD Charges from Airtime  Today

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Banks and telecom companies will begin deducting USSD banking charges directly from customers’ airtime instead of their bank accounts beginning from today, June 3.

Banks, Telcos to Start Deducting USSD Charges from Airtime  Today

USSD, otherwise Unstructured Supplementary Service Data, is a communications protocol used by GSM cellular telephones to interact with a mobile network operator’s computers.

First City Monument Bank (FCMB) announced this change in an e-mail message to customers, following a directive from the Nigerian Communications Commission (NCC).

Key details:

Each USSD session will cost ₦6.98 per 120 seconds, charged by your mobile network.

You will be asked to approve the charge before it’s deducted from your airtime.

If you prefer, you can use other banking channels like ATMs, mobile apps, or internet banking.

This change is part of a move to end the long-standing debt dispute between banks and telecoms over unpaid USSD fees.

As of late 2024, banks owed telecom companies ₦160 billion. For example, MTN was owed ₦42 billion by Nigerian banks.

By shifting USSD fees to customers’ airtime, the telcos aim to recover these debts and avoid future issues.

 

 

 

 

 

 

 

 

 

 

 

 

 

 


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IHS Nigeria Moves to Enhance G4S Secure Solutions Site Patrols and Increase Operational Efficiency with Patrol Vehicles

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L-r: Sylva Ifedigbo, Associate Director, Corporate Communications, IHS Nigeria, Dominic Ekesiobi, Electronic Systems Service Director, G4S Secure Solutions, Sadisu Jibrin, Director, Administration Operations, and Jubril Saba, Vice President, Operations, both from IHS Nigeria with Jonas Ahl, Managing Director, G4S Secure Solutions, Bukky Bademosi, Head of Sales, G4S Secure Solutions, and Bukola Konkwo, Associate Director, Operations Excellence, IHS Nigeria, at the commissioning of 65 response
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IHS Nigeria, a subsidiary of IHS Holding Limited and one of the largest independent owners, operators, and developers of shared telecommunications infrastructure in the world by tower count, has formally commissioned 65 Response, Patrol, and Escort (RPE) vehicles to G4S Secure Solutions Nigeria Limited, its long-standing security partner.

The commissioning ceremony which held in Ikeja GRA, Lagos, underscores IHS Nigeria’s commitment to operational excellence, safety, and strategic partnerships.

The fully equipped vehicles, customized with radio systems, public address systems, medical kits, ladders, and amber lights, are expected to significantly enhance G4S’s patrol capabilities and enable proactive risk mitigation across IHS Nigeria’s infrastructure footprint in the country.

Speaking at the event, Jubril Saba, Vice President, Operations at IHS Nigeria, remarked: “IHS Nigeria is delighted to formally hand over these Response, Patrol and Escort (RPE)  vehicles to our valued security partner, G4S Secure Solutions Nigeria Limited. As a company, we recognize that the success of our operations lies not only in our technology and infrastructure but also in the strength of the partnerships we build and sustain.

G4S has been an essential partner in protecting our sites, supporting our teams, and ensuring operational continuity across the country. This initiative is more than just a commissioning of vehicles; it is a reaffirmation of our commitment to the safety of our people and assets, our drive for operational excellence, and our belief in strong partnerships.

We understand that securing our infrastructure and communities is critical to sustaining high-quality services nationwide, and we are confident this fleet will enhance G4S’s capacity to support us.”

Also speaking at the event, Jonas Ahl, Managing Director of G4S Secure Solutions Nigeria Limited, expressed his appreciation for the partnership:

“We are proud to receive these 65 custom-built patrol vehicles from IHS Nigeria. Each unit is fully outfitted to meet the specific security needs of our operations, equipped with communication systems, emergency response tools, and visibility-enhancing features. These vehicles will not only improve our response times and field presence but also enable us to reduce risk and deter criminal activity more effectively.

I would like to thank the IHS team for their excellent collaboration throughout this project. We are proud to serve IHS and remain committed to protecting the assets that power connectivity across Nigeria.”

This strategic gesture reinforces IHS Nigeria’s position as a socially responsible and security-conscious industry leader, while highlighting the value of operational synergy with trusted partners like G4S.

The deployment of these vehicles marks another milestone in IHS’s mission to secure its infrastructure and deliver uninterrupted service to millions of users across the country.

 


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